3. Facebook - june 2011 - june 2012
344.6k viral impressions
2.1 million
35-44 average age
9.7k shares
433.8k people reached
page views
4. herm on facebook
150k impressions a week
impressions have more than doubled in the last 6
months. the facebook page now gets 3 times more
traffic than herm’s website
5. 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.
6. how we are using
social media
to improve herm island’s
customer service
7. 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
8. using facebook and twitter herm’s visitors can
get information and answers to their questions
fast
rvice,
er sers
custiocm hou
al timsede off e
Re out i
That’s because herm island’s communication with its fans happens in
real time
9. We have built such an engaged and loyal fan base that sometimes
the community answers visitors’ questions even before we can!
10. ...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!
11. 104 likes
171 likes
79 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
12. 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
