Episode 44 - How Fitbit Keeps Its Customers Moving in Social Media and Online Communities

Focus on Customer Service Podcast

Fitbit, a global leader in wearable fitness technology, has made it easier and more fun for millions of people to live a healthier life. And they’ve done it by focusing on the experience. “Customer experience is really paramount to everything we do here,” says Allison Leahy, the director of community at Fitbit, adding that in the online space, “Fitbit is trying to be everywhere you are and more”. The company employs a bilateral approach to online customer care, focusing separately on social media and communities, though both groups report up through the same department. Leahy joined me for Episode 44 of the Focus on Customer Service Podcast, sharing Fitbit’s best practices for being successful in both social care and online community management. Here are some of the key highlights of the episode and where to find them: 0:38 Allison talks about her background and Fitbit’s social media philosophy 3:45 How social care and community care operate together 6:50 How Fitbit uses customer listening to improve its products and services 12:07 How the Fitbit social media and community service teams are organized 16:09 How digital customer service integrates into traditional customer service 18:13 Allison shares some memorable customer experiences 22:50 What Allison has learned along the way and her advice to others