Leading global wearable brand US-based Fitbit, Inc. (Fitbit) monitored microblogging and social networking service Twitter to manage brand perception and deliver strong customer service. Fitbit, which was founded in 2007, was in the business of making watch-like wearables that tracked the wearer’s physical activity, sleep, exercise, etc.

Fitbit always encouraged its customers to generate a buzz on social media, especially Twitter, by giving their reviews, discussing new product launches, and mentioning how they used Fitbit in their daily lives. Allison Leahy, Fitbit’s former Director of Community, said Fitbit used social media listening to “resolve all customer issues, provide customers with a little more delight from the brand, and give customers a really fast support experience.”..

IT and Systems Case Studies | Case Study in Management, Operations, Strategies, IT and Systems, Case Studies

IT and Systems Case Studies Case Studies | Case Study in Management, Operations, Strategies, IT and Systems, Case Studies

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