HOW WE PUT A TINY ISLAND ON A
GLOBAL STAGE
Social Stats
5928 likes
1945 followers
Facebook - june 2011 - june 2012
2.1 million
page views
344.6k viral impressions
35-44 average age
9.7k shares
433.8k people reached
herm on facebook
impressions have more than doubled in the last 6
months. the facebook page now gets 3 times more
traffic than herm’s website
150k impressions a week
the power of twitter
Bald Hiker comes to Herm: Every year a number of journalists and travel writers visit Herm. They cover both nat... http://bit.ly/kY32QA
1 tweet. read by 269.3k people.
how we are using
social mediato improve herm island’s
customer service
Herm Island's Social Accounts act as a central hub for customer service which can then be channeled to the right people
This means that visitors no longer need to find the right person , phone number or email address
Every question can be answered on social
using facebook and twitter herm’s visitors can get information and answers to their questions fast
That’s because herm island’s communication with its fans happens in
real time
Real time customer
service,
outside office hou
rs
We have built such an engaged and loyal fan base that sometimes the community answers visitors’ questions even before we can!
...And it’s not just visitor’s questions we’re answering on social
We also use social to give out useful information to visitors before, during and after their visit
boat timetables, weather updates, hotel vacancies, all in real time, within minutes of receiving the information ourselves
we've even taken bookings through facebook!
171 likes
79 likes
104 likes
63 likes
we can’t do it all ourselves though! the most shared content comes from the fans themselves, only they can really tell the story
we just encourage and enable them to do it
Customer service via an open forum on social media allows Herm Island to share the positive sentiment to the entire audience
Fans and customers trust and rely on peer to peer recommendations of Herm's products and services
word of mouth beats brand messaging
every time
a snapshot of comments from june 2012