Case Study: Sonos achieves personalized product-launch success and stronger customer engagement with Sprinklr

How Sonos Built a Personalized Product Launch Strategy

Sonos, the consumer electronics company, faced a challenge engaging a vocal fanbase that had been asking on social media when Sonos speakers would integrate Amazon Alexa. Ahead of the October 2017 launch of the Alexa-powered Sonos One, the social and digital customer care teams wanted a better way to find those earlier inquiries and deliver personalized responses to show they were listening.

Using Sprinklr’s social listening and unified dashboards, Sonos identified more than 200 prior posts about Alexa integration, routed relevant inquiries to product teams, and reached out with tailored messages while simultaneously handling real-time launch questions. The campaign boosted sentiment, drove conversions (6% of respondents said they had purchased or would purchase), uncovered product insights for fixes, and became a repeatable, core tactic for future launches.

Sonos

Rachel Lawton

Global Social Media Manager