How Sonos brought silent customers back to listening

Room 1 | 2:00 pm - 2:30 pm | Wednesday, February 22, 2023

Listening is at the heart and soul of Sonos. When a number of recent Sonos customers were letting their speakers sit unused at home, the company needed to understand why and how to wake up these silent homes. Using an advanced mixed-method approach to gaining strategic insights enabled Sonos to develop programs to get listeners back to playing what they love. Programs included critical customer touchpoints, education and refined messaging — all leading to more listening.

Key Takeaways:

  1. How Social Narratives provided Sonos with category insights.
  2. How AI allowed Sonos to dive deeper into the customer experience at scale.
  3. How a synthesized consumer narrative informed Sonos’ customer journey and communications.

Case Study Consumers Joint Presentation


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