From living spaces to workplaces: Sonos’ community-led journey into commercial territory

Room 4 | 12:00 pm - 12:30 pm | Wednesday, February 28, 2024

Sonos, the sound experience brand renowned for its user-friendly premium sound system designs, has discovered a surprising trend among its consumers. Beyond the realm of home entertainment, business owners, directors and executives were leveraging Sonos products for commercial purposes. This unexpected yet enthusiastic adoption has propelled Sonos into a transformative journey to build a SaaS-led subscription dashboard to remotely manage and monitor its beloved products in commercial settings.

In a strategic collaboration with Fuel Cycle, Sonos established an online community that fostered a diverse dialogue by including both devoted Sonos customers and non-Sonos stakeholders to gather a wide range of feedback. The community has been a crucial asset in overcoming the challenges associated with using Sonos products in commercial settings.

Join us for an exclusive peek into the dynamic partnership between Sonos and Fuel Cycle in this engaging session.

Key Takeaways:

1. The transformative role of community insights, adaptive design strategies and an unwavering commitment to customer-centricity in propelling Sonos into the commercial space with Sonos Pro, reshaping the landscape of sound experiences for both consumers and businesses.
2. How Sonos harnessed the power of the community to champion the customer voice throughout the entire organization, exerting a significant influence on the company’s strategic direction.
3. Specific examples of ethnographic research studies conducted in the community to aid in the creation of a new customer journey for this new professional audience.

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