Patrick Spence, the CEO of Sonos, has announced his resignation after significant backlash from customers regarding a controversial redesign of the company’s app. This decision follows a comprehensive review of the company’s leadership and ongoing issues faced by the brand. In a statement, Spence acknowledged the difficulties that had arisen from the app’s revamp, which detrimentally affected not only user experience but also customer trust. ‘We recognize that the recent app rollout was not in line with our commitments to our customers,’ Spence stated. ‘I believe that stepping down is in the best interest of our employees, our customers, and the company itself.’ Tom Conrad, who has been with Sonos since 2017, will be taking over as interim CEO during this pivotal transition. In an employee letter, Conrad expressed optimism for the future, stating, ‘We have learned valuable lessons and will strive to improve our communication and service to our valued customers.’ The app redesign, which was aimed at enhancing user interactivity, instead led to widespread frustration and even claims of product malfunction. Given this turmoil, Spence’s exit appeared imminent as the company grapples with restoring customer confidence and stabilizing its operations moving forward. Sources indicate that management is prioritizing a strategic overhaul to address the issues brought to light by this situation.
Sonos CEO Patrick Spence Resigns Amid Customer Backlash over App Redesign
