How a city platform hit 95% response rate on social
Client background
A city tourism / lifestyle platform (destination and activity discovery) competing for attention in a city with active expat and local audiences.
The situation
The account had followers, but minimal engagement. DMs went unanswered, and the content calendar was a patchwork of event announcements and reposted content. The brand looked alive but inactive.
What we did
Built a community management system: DM templates, response protocol, and sentiment tagging. Content shifted to hyper-local discovery (neighborhood guides, hidden spots, local voices). Engagement became the priority, not post frequency.
Short-term results
Response rate climbed to 95% within three months. DM volume doubled; 40% of inquiries turned into user-generated posts or reviews.
Long-term impact
The community system became the engine for local partnerships and influencer discovery. The account now functions as the city's unofficial concierge for digital-first audiences.
Evidence
