Running a superfan program is among my top favorite aspects of community management. Superfans are a brand’s rockstar customers: people who love the brand’s product/service, and they’re expressive about that love. They recommend, interact, and help the brand. Now do you see why I love interacting with superfans? It’s a guaranteed positive experience!
Even more awesome, I get to reciprocate that love and appreciation by giving superfans the VIP treatment. Check out the presentation above for the full story on the superfan program I built at Boingo Wireless. I’ve delivered this superfan presentation at a few conferences over the last few months. Also, you might be interested in a related post I wrote, “10 Tips For Building A Social Media Superfan Community.”