As Viator reviews reveal, Happy Fish Catamarans delivers on every customer promise: top-quality cocktails, unbeatable ocean views, and the industry’s friendliest and most knowledgeable crew. With such a sparkling reputation, it’s no wonder that the tours were named to Tripadvisor’s Travelers’ Choice Awards Best of the Best list in 2020, and, most recently, the Viator Experience Awards: Top 20 for the Caribbean.
So when it came to the strategic expansion of his business on Viator with a third, slightly larger group sailing trip, Hermes followed the same process that worked in the past. He crafted an offering built on known traveler preferences: limited guest occupancy allowing for ample personal space, local seasonal snacks and drinks, and expert service. Though customer feedback for the new sailing tour was favorable, the tour had difficulty achieving the same popularity as his other two tours. Hermes wondered if exposure to a broader global audience would uncover some untapped demand beyond his predominantly North American customer base.
Hermes has always kept a close watch on digital trends in the tourism and hospitality space and embraced digital transformation to meet changing traveler needs. When Viator Accelerate launched, he welcomed the opportunity to give targeted visibility to each of his products, but especially his newer small group sailing trip, which he knew could become the next Best of the Best given the right boost in exposure.
The newer small group sailing trip was an ideal candidate for Viator Accelerate. It received the Viator Badge of Excellence, which meant that the product listing contained a detailed itinerary and relevant photos. Traveler reviews were nearly all five stars, and customer communication had been proactive and timely.
Given the importance of product quality for Viator Accelerate eligibility, the only thing left for Hermes to do was to opt in.