In his inspiring keynote session Denny Haayen (Director of Global Customer Care Operations at Sonos) showed us that communities are the future. Since the start of their community in 2013 it has seen the biggest growth in terms of customer care. Bigger than e-mail, telephone or Facebook and Twitter. Sonos believes that their communities are the future, and will continue building them through these three pillars: Care, Beta and Brand.





Goal 1 (Care): Establish a 24/7 crowdsourced community care.


Goal 2 (Beta): Through their Sonos Beta community they create an effective feedback loop and an engaging experience for beta users. Through this community, they ensure faster feedback on their innovations.


Goal 3 (Brand): The community needs to be a content platform that builds familiarity, brand preference and advocacy.





What did you take away from Denny's keynote speech? In which pillar will you try and grow your community next, and why?