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Is this peak CX?
Sonos attempt to settle the masses with a Trello board
Backlog
September 03, 2024
Sonos app / sonos.com
Sonos made a lot of noise (see what I did there?) lately due to the butchering of their mobile app.
Installers have reported countless problems. Product managers and designers took to Reddit to discuss how such a terrible rollout could have even happened.
It got so bad the CEO publicly apologised for the update:
I want to begin by personally apologizing for disappointing you
There isn’t an employee at Sonos who isn’t pained by having let you down, and I assure you that fixing the app for all of our customers and partners has been and continues to be our number one priority.
Suffice to say the Sonos product team is in a bit of a pickle.
Enter ‘Keith From Sonos’, their social & community manager. Keith created a public Trello board for users to raise and track bugs, and shared it to Reddit.
Sonos’ public bug tracker Trello board
While this doesn’t fix the enormous problems, this initiative certainly endeared the Reddit community.
This is peak CX. Novel way to handle issues. Keith, if there aren't any speeches about you in CX circles any time soon, I'll be incredibly disappointed.
This saga goes to show that sometimes all you need is a caring team member (and better QA).