The title is a quote from Ben Cohen’s piece in the WSJ “The $500 Million Debacle at Sonos That Just Won’t End”. The entire section highlights why people bought Sonos products:
Millions of people buy Sonos’s wireless speakers, headphones and other home equipment for the company’s elegant blend of hardware and software, so perfectly integrated that you can’t tell where one ends and the other begins. It’s simple, reliable and seamless. It just works.
I’m a Sonos customer. I have been now for a number of years. I have a speaker, in some cases two, in every room. I haven’t felt the significant pain of their app redesign because I mostly use the speakers via Spotify. But that doesn’t mean I haven’t read or heard about the pain customers are feeling. It highlights why I would second guess purchasing another Sonos product.
There’s an important lesson which all Product Managers and product builders should take to heart. When you have real PMF a lot of the new features and new things are just nice-to-have benefits for the customers. What they really want is you to make sure their experience improves but don’t mess up the reliability of the product.
For these products, stability is success.