There are many different ways to run a superuser program, but there are a few factors that the successful ones have in common.
Have processes in place to measure success
Tracking metrics from the day you launch sounds logical, but it’s amazing how many organizations don’t. It is important to benchmark your baselines before launch so that you have comparative data down the line. Many established programs publicize ‘success’ metrics but very few demonstrate value that can be attributed directly to their program. If the desired behavior was occurring prior to launch you need to be able to demonstrate that the program drove effective growth. For instance, if your program objective is to stimulate engagement you need to record engagement levels before launch to have comparative data.
Many organizations claim to be tracking data, but are vague when pressed on details. Frequently they will provide growth statistics as a percentage but aren’t transparent around how many data points are included or how the data was gathered.
Successful programs can clearly demonstrate their value to both the organization and their wider audience. If you can’t sell the benefits to the wider organization you won’t have the support of stakeholders. If you can’t demonstrate the value of membership to your ambassadors, they won’t stick around.
“The program was formalized when it became clear that the benefits of being of a Super User were intangible (feedback gleaned by mods when they reached out to super users).”