When Fitbit Took Their Private Community Public
Allison Leahy, Fitbit’s director of community, is the architect of the company’s 80+ member community team. After building a large private community that required login to view, she led an effort to make that community publicly viewable by all.
This type of move presents a series of challenges. How will current members react? What are the legal ramifications? Will it lead to an increase in disruptive members? On this episode, we discuss how Fitbit navigated these issues, resulting in a 300% increase in traffic and a 175% increase in content. Plus:
- The struggle to unify customer service data
- Allison’s favorite KPIs
- Why Fitbit tries not to answer community questions for at least 24 hours
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