Your advocate program is up and running…now it is time to track your success, collect feedback, and refine the program. Like other community programs, what is working now may not meet needs in the future, and as your program grows, you might need to adapt and scale to maintain value and processes.
Here are some key planning steps to help:
✅ Define Key Performance Metrics (KPIs)
- What success looks like: engagement levels, content contributions, response times, customer retention, etc.
- Will you track participation in discussions, accepted solutions, or other contributions?
- Do different tiers have unique KPIs? (e.g., entry-level advocates focus on engagement, elite users on content creation)?
✅ Gather Feedback Regularly
- How will you collect input from super users? (e.g., surveys, one-on-one check-ins, community feedback sessions)?
- Will you have a system for recognizing and addressing challenges they face?
✅ Optimize and Iterate on the Program
- How often will you reassess the program? (e.g., quarterly or annually)?
- What adjustments might you need to make based on engagement and community growth?
✅ Celebrate and Showcase Success
- Will you feature super users in newsletters, blog posts, or customer spotlights?
- How will you keep the broader community informed about the impact of the program?
Final Steps & Next Actions
📌 Set a launch timeline – When do you want to roll out your super user program?
📌 Build an internal stakeholder team – Who will help manage and support the program?
📌 Pilot with a small group first – Test with a few engaged users before scaling.
Creating a Super User program is a clear step in community maturity. You are past launch and early stage, and are looking to scale engagement and self-sustaining activity. You can begin laying the foundation in early stages to begin the identification of core members, but a formalized program is likely something you will do once there is traction.
A super user program benefits everyone—it drives engagement, reduces support costs, strengthens advocacy, and sustains long-term growth. It’s a powerful strategy for scaling customer success while creating deeper relationships with your most engaged users.
Now check out some resources that can help you create your own Super User strategy!
If you have any questions, please ask them on the community!