This week, we are joined by the wonderful Allison Leahy, Community Manager at Fitbit.
About Our Guest
Allison has been with Fitbit for the last 11 months, and has helped them transition from a home-grown solution with limited functionality, to a more robust platform while scaling the community along the way. Prior to Allison’s time at Fitbit, she was the Community Manager for Ning’s 25,000+ customer community — customers who were all community managers in their own right! She’s also done a bit of freelance writing, and loves cycling, hiking, and reading about science.
Allison and I chatted up a storm about Fitbit’s support community and their amazing Community Council. Insider groups are a great addition to any community, and Fitbit’s Community Council really packs a punch by helping the team manage the volume of questions and discussions that pour in.
- “I’ve never been a part of a community where people are so giving”
- “The worst thing you can do is throw more people in [to an insider group] without understanding the impact”
- “A common interest truly trumps everything”
- “There’s really only been a handful of times where we’ve had to step in and moderate”
You’ll also learn:
- How Allison identified the founding members of her Community Council
- What she looks for when identifying potential Community Council members
- How to use platform features to facilitate relationships between members
- How Allison is planning to leverage surveys in the coming months
Fitbit — If you’re a Fitbit customer, log in and click “Community” from the header!
If you liked this podcast, make sure to share it with your network! Tweet Allison at @zapleahy to thank her for her advice, and make sure to use the #fbpodcast hashtag as well.