Now that you have a framework for your super user program, how do you make sure they can step into a role that builds expertise, supports peer leadership growth, and impacts your audience?
In this email, we will take some time to look at how to support your super users and help them maximize their potential. These are examples and suggestions rather than requirements.
Provide training and resources to help them succeed:
Knowledge base access - create a space for exclusive content for this level of engagement. This should be used sparingly and for very high value articles providing a unique level of information.
Mentorship - the ability to connect a super user with someone who can help them continue to grow is a wonderful benefit of being part of the team. This could be super users who have been in the program for a while, or it could be a separate opportunity with volunteer mentors agreeing to support and meet with the current cadre.
Exclusive virtual events - work with your leadership and/or product teams to create special events for super users. These can be quarterly webinars or office hours, and should be designed to give your advocates a place to hear more in-depth road map information and create a pipeline for feedback and collaboration.
Early access to releases - there is tremendous value in allowing your most engaged customers access to new features. It gives them a feeling of being part of the process, while giving your product team valuable insights and information that can help ensure the full release is successful.
Equip them with tools to contribute effectively:
Moderation permissions - Vanilla has the ability to set up moderator groups. This can be an overarching role, or can be dialed in to segment permissions based on product area or role. Enabling your super users to become peer leaders can help them build a personal brand and increase your ability to engage and interact with your audience more efficiently.
Special posting privileges - create space for your super users to shine. User Generated Content (UGC) is a wonderful way to spotlight your leaders and allow them to build their peer leader chops. Give them specific Knowledge Base access and help them shine!
Ensure ongoing communication and engagement through:
Super User category - create a closed space for the super users to connect with each other and with the organization. Share resources, encourage posting and sharing, and provide additional value whenever possible to create a space just for them.
Newsletter content - by creating a separate space, you can ensure that content just for them is included in the digest, making it easier for them to see what is happening in the community.
Regular check-ins - create a monthly or quarterly check-in where information is shared, collaboration is encouraged, and questions are answered.
Your audience is made up of people who engage in different ways. Take some time to support and reward those who are investing in making your community a success with a strategic program just for them.
If you have any questions, please ask them on the community!