chapter 6
Nurturing superusers in your community
In September 2019 alone, Airgetlam contributed 657 responses to the Sonos community.1
Take a second to think about how much time this took. Airgetlam would’ve had to have read each question before giving an answer. Let’s conservatively estimate it takes two minutes to read the question and another two minutes to come up with an answer. This means Airgetlam would have spent around 44 hours of his spare time that September (more than a typical working week) doing voluntary customer support for a manufacturer of audio systems.
This wasn’t even an exceptional month for Airgetlam. Since joining the community ...
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