Sonos: Restoring trust and brand love one social media conversation at a time

Sonos partnered with us to provide Community Management across all social media channels in the wake of a poorly received app launch in 2024. With our human-led approach, we have been able to meet customers where they are, start rebuilding trust, and turn sentiment around.

Standing on Giants provides a team of dedicated experts to engage with every single online conversation across Instagram, Facebook, X, Tiktok, YouTube, and Linkedin. We also provide critical insights and social listening to highlight the voice of the community in real time.

I think the way you prioritised customer service saved Sonos.

Sonos Customer on X

Global coverage, 5 languages, expert humans

Dealing with a torrent of negative sentiment requires real expertise and human care. We deployed a team of community managers across 3 timezones, speaking 5 languages, to provide round the clock engagement with the Sonos community members.

Huge reduction in response time

Our expert team has reduced response time across social channels from 31 days to 14 hours.

“This is the first time I see a company making the effort to answer every comment on IG! That’s mind blowing. The social media team gives me hope.“

Sonos Customer on Instagram

Shifting the Tide on Sentiment

Through our unique methodology, Sonos customers are starting to trust the brand again and negative sentiment has dramatically reduced. Members feel seen, heard, and are educated around how to contribute constructively online.

The Complete Community Solution

Whether you’re launching a new community, or looking to migrate and improve your existing one, execute your community project to the highest standards with expert guidance from our award-winning team.

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