Latest news with #customertrust
Yahoo
24-05-2025
- Business
- Yahoo
NYC laundromat with ‘affluent clientele' drags pizza joint next door to court over odor
A Chelsea laundromat claims its stinky neighbor is costing it plenty of dough. Laundry Project 23 on West 23rd Street handles 'a large volume of high-end clothing items belonging to affluent clientele' and rakes in $100,000 a month, but says the recent opening of Pizza Studio has upended its business. Since the pizza shop 'began testing and operating their pizza oven, the odors and fumes have been entering our laundromat premises, contaminating the air and clinging to customers' clothing,' owner Dong Hong Choi said in a Manhattan Supreme Court lawsuit. 'Clothes hanging on the rack and bags of cleaned clothes quickly absorb odors when exposed to the smell,' the company claimed. The business said it suffered 'contamination of customer property, disruption of its business operations, loss of customer trust, reputational harm, and exposure to significant financial liability due to potential customer claims.' The situation has gotten so crusty the laundromat is demanding their next door neighbor shut down. They want a judge to bar Pizza Studio 'from operating its pizza oven and conducting any cookingoperations that emit odors into Plaintiff's premises,' Laundry Project 23 said in court papers. Choi previously demanded a sitdown with Pizza Studio and the landlord as soon as he 'was informed that a duct for their pizza oven would pass through the ceiling area shared with our laundromat,' he said in court papers. The Pizza Studio allegedly agreed to take responsibility for any issues — then allegedly failed to ensure the ductwork it created for its shop was fully sealed, allowing odors to 'infiltrate' the laundromat. And there's been a domino effect — the pizza place also leaves its front door open when cooking, making odors even worse, Laundry Project 23 claimed. The odiferous situation is 'unreasonable under the circumstances, especially considering that simple, reasonable steps – such as properly sealing ductwork, installing odor mitigation systems, and closing the doors during pizza oven operation – could have prevented the harm substantially,' the laundromat insisted in legal papers. Pizza Studio did not immediately respond to a message seeking comment.
Yahoo
09-05-2025
- Business
- Yahoo
Sonos puts faith in software updates to restore trust
This story was originally published on CX Dive. To receive daily news and insights, subscribe to our free daily CX Dive newsletter. Sonos is still working to rebuild customer trust following a disastrous app release in May 2024, executives said on a Q2 2025 earnings call Wednesday. A slate of recent updates were focused on improving stability, speed and usability, according to interim CEO Tom Conrad. Social sentiment is on the rise, while inbound support inquiries are down. 'My view here is simple: Our software must be responsive, reliable and intuitive,' Conrad said during the call. 'No exceptions.' Sonos has been working hard to win back customer trust through a seven-point plan released last year, but leaders still see plenty of work ahead and are focusing on software improvements for better customer experience. The company released nine software updates in the last 120 days, with more on the way, Conrad said. 'For the balance of the year, we are focused on using software to drive differentiation and experience improvements,' Conrad said. 'And we do this not just to repair our relationship with our customers after the missteps of last year, but also because our flywheel is powered by software.' Conrad, a Snap Inc. and Pandora veteran who sits on the Sonos board of directors, was tapped to help the speaker company fix its app last year and eventually took on the interim CEO role in January. Then-CEO Patrick Spence departed the company after taking ownership of the app issues, saying his 'push for speed backfired' during an earnings call last October. The app released in May 2024 suffered from user interface issues, including the lack of volume numbers. Sonos' seven-point plan called on the company to commit to an 'unwavering focus on the customer experience' and appoint a quality ombudsperson to make it easier for employees to escalate experience concerns to executives. Conrad's efforts so far have included reorganizing the company's product and engineering staff around key priorities, leading the company to layoff 200 employees, Conrad said on a February Q1 2025 earnings call. At the time, Conrad expressed confidence in the smaller, more efficient team's ability to improve Sonos' core experience. Sonos also ended its relationship with IKEA, and the companies will stop releasing new products together, Conrad said on the earnings call Wednesday. Sonos' exit from the partnership is another part of his effort to focus on improving the aspects of the business that matter the most. Revenue was up 3% year over year in the second quarter of 2025, and the company saw a strong response to a targeted promotion aimed at its install base, according to CFO Saori Casey. 'We believe this is a testament to the progress we have made improving our core experience and restoring our customers' trust,' Casey said during the call. The company reported a net loss of $70.1 million for the second quarter of 2025, up slightly from the $69.7 million net loss reported in the second quarter of 2024, according to a company earnings release.
