![]() Why people get power users all wrong + the horror story Got an expert user who’s been on board for years, who logs in every day, and who’s always talking to you?īut he’s not doing the things that give you those benefits?īefore we talk about how you identify them, we need to dispel a few myths. So, these ☝ are the reasons why you want power users. If channeled in the right way, this kind of engagement with your most committed users can be invaluable for product development. Power users are also often keen to provide feedback and to have their say on the product’s future. They can uncover use cases that you hadn’t anticipated, pointing you towards future developments that will fulfill the needs of wider and different audiences. Power users are constantly pushing the envelope of your product to get more out of it. Power users may sometimes even…know your product better than you do. □ #3 They identify new sources of value and help refine your roadmap Their efforts make your customer acquisition efforts more effective, driving down CAC. And – best of all – they will refer your service to people they knowĪs Advocates, power users help you to get the word out about your product, for free.They are enthusiasts, cheerleaders and advocates for your business, who will: ![]() What is so attractive about power users is that they help you to market and sell your product. That customer that told you a friend of theirs was waxing lyrical about your company? That review on Capterra you didn’t ask for? □ #2 Power users reduce Customer Acquisition Cost (CAC) They’re Pros, in the sense of knowing how to make it work for them with minimum friction and to maximum effect. Power users are getting a lot out of using your tool. What makes people stable, content, long-term users? Pro users drive up your ACV because they are stable, content, long-term users of your product. The longer you keep a customer, the more you get paid. That’s why retention is a key metric and reducing churn is a key objective. SaaS – by definition – works on a subscription model. We need to look elsewhere if we’re going to find a definition of power user that explains why you would care about how many of them you have… Three benefits power users bring you: □ #1 They increase Average Customer Value (ACV) You often may hear that “power users are your oldest users”, or that they are “your most active users” or those “who are best at using your tool”.īut if any of those definitions were true, what would be the benefit for you of having more of them? The two most advanced steps are Pro and Advocate.Īnd it’s the people at these levels who make up your power user base. We split our user journey into these seven steps, each of which reflects higher and higher levels of value and engagement realized. Let’s take a look at the Userpilot granular user adoption journey map. It’s not the users who use your product most often. Let’s start with some definitions: What are power users? And the relationship you may have with them is also not always a fairy tale (see the horror story of one of our users, whose ‘power users’ almost derailed their app).Īs we’ll see in this blog, the term “power user” is not quite as straightforward as it seems at first. What makes them power users instead of regular users?Īnd are they always the ones you should chase?ĭespite popular opinion, determining who your power user is not as simple as just counting the web sessions. Everybody thinks they know one when they see one.īut how well do you really know your power users?
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