SuperFans How to Find them and High Five them

Who the hell am I?

Huge Friggin Nerd Community and Product Manager First employee hired through Equals6 Grown E6 to a community of

65,000+ Helped to raise over 300k in funding Apparently qualified to talk here

@FindlayH

Super FansFind ‘em and High Five ‘em

@FindlayH mustbethebeard.com

What’s a Super Fan? Power User, Super fans, etc, 90-9-1

“that [super] fans are 70 percent more likely than brand spokespeople to be seen as

reliable sources of information, and 50 percent more likely to create persuasive content that

influences a purchase.” –Allfacebook.com

@FindlayH

On a Large Scale

Sites that use customer communities: FS, Lenovo, Apple, Dell, Sony

Krypto 45,000 Questions Lenovo 30 SF’s make 1200 articles Reddit (go see Ross’s Presentation)

Stats from The Science of Social by Dr. Michael Wu go read it!

@FindlayH

That’s Nice What About Me? How can they help small or medium

sized companies (aka you?)

@FindlayH

My Kids

Adam, Carrie, Remington, I knew their names from site usage levels.

Assisted other users Promoted us on campus Report bugs Tested new features and made

suggestions

@FindlayH

They Can Be Perfect Strangers

That Sock Cray

Users have: Shared images, Rt’d, posted product orders on social channels with no prompting.

Results: higher traffic,some sales, learned to

refine, give more info

@FindlayH

How to Identify Them?

They often have no idea that they are special

They will be the ones always talking Higher than average orders (10x

more), more mentions, more shares It’s not all math, trust your gut! You might actually know their names

(seriously though, think about it right now)

@FindlayH

How to High Five Them!

They want to feel special (velvet rope) Connect with them outside normal

channels Treat their emails as high priorities Send a thank you or a gift Special mailing lists Give them sneak peaks (content,

product, features) Special events

@FindlayH

Internal Community

Facebook/Twitter are like a store window

Message board Reddit community Email lists Internal blog

Books and Blogs to Read! The Science of Social by

Dr. Michael Wu Think you can get this for free now at

http://pages.lithium.com/science-of-social

Mustbethebeard.com (will redirect)

http://www.figarodigital.co.uk/editorial-article/love-your-superfans.aspx

@FindlayH