Sonos CEO: « We all feel really awful » for the Bunglerty app update

It is really difficult, in my opinion, to be in any environment where you left your customers when you are oriented towards your customer. And if nothing else, Sonos is customer -oriented. Double is difficult when you work and do not understand the relative priority of your contribution. And we are really reset this thing as much as the previous thing, and people understand how their work fits into the success of Sonos today, and this really reset the cultural tone.

There are all these updates and changes during the year since this application has been introduced. At the time you have been there, has this taught you all this experience for your users?

I think part of what takes me out of bed every morning to do this relatively difficult job is that Sonos has a really special place in the life of our customers. I mean, we are sure to be the barbecue and dinners soundtrack. But it is not an exaggeration to say that we are literally there for birth, for death. I mean, let’s be honest, for a grasp.

Ha!

I mean you can’t say this about Microsoft Excel.

Well, it depends on how scary you are, I guess.

Yes, I guess so. It is really an honor to work on something that is so woven into the emotional tissue of people’s lives, but the consequence is when we fail, it has an emotional impact.

I talked to a client on social media a few weeks ago. He had problems with his system and it was the day of the 50th holiday of his parents’ wedding anniversary. All he wanted was the music for the party. When you can be tolerant of hiccups in your experience, scrolling on Instagram one day, it has a different emotional wall when you cannot have music for a holiday once in life.

If anything, the experience of interacting with our customers in the last 100 days is just this reminder of what we do exceeds only the software. This is an emotional soundtrack for people’s lives. He just has to work every time.

I am curious about the separation of the software addiction. Sonos is a major hardware product. How does your Mojo software help a company that lives or dies on the hardware?

I want to say that it is such a delight to activate our acoustic team and the industrial design team and hardware teams. They are just the best in the world of these things, and this is such a central part of Sonos’s obvious identity. But Sonos is also a platform. There are critical sizes of table software for each of our products-power control for portable, cancellation of headphone noise, 3D positioning for immersion audio.

If I would criticize these years, I think we may not have made the right level of investment in the Sonos software platform. And in a sense, the attempt to redirect the mobile experience should have been a means of this. But as we described, we made some mistakes along the way. And so part of the reason why I can speak with some confidence about the progress we have achieved is that we have a really strong quantitative understanding of how the software platform is implemented today with regard to the previous generation software. In dozens of indicators, the platform performs better than the software it replaces.