What they need to do then is surveys of their customers. I expect that the
numbers may be far greater than what is represented in these community
posts. These posts, though, I would suggest, are from their most avid
and/or vocal supporters/detractors. I think that for ANY company, you
thrive on exceptional customer service. If your customers are shouting your
praises, online or otherwise, it leads to new business and repeat business.
The fact that fitbit's stock prices have been steadily tanking suggests
that they are "not getting the job done." I am a VERY vocal fitbit
advocate. I have personally purchased at least 4 of them for myself and
family members. I have numerous other friends and family members in the
fitbit community. I would like to REMAIN in that community - not out of any
misguided sense of loyalty, but because the product does EXACTLY what I
need it to do. There is nothing else that I have seen on the market (at any
price), that is comparable. Fitbit has a niche that it satisfies really
well. Apple has the higher end and some of the cheapo makes have the lower
end.
In order to continue to exist, however, fitbit needs to address the
durability issue, and if I was fitbit, I would try to do this in-house, if
possible. If not, then come up with a service option at "authorized
providers," such as Best Buy or something like that.
Yes, I have friends that update their watches every year or two. So far,
they have stuck with fitbit. But the company cannot afford to lose that
business, in my opinion. At the very least, they cannot afford to burn the
customer goodwill that was generated from the sale of the product in the
first place. If you make an item with the idea that it is only going to be
good for a year or two, then you need to give people some reason to keep
coming back to you.
James
