herm island - how we put a tiny island on a global stage

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