Southwest Airlines’ unique combination of low fares, friendly customer service and reliability has made it one of the most successful – and respected – airlines in the world.
Headquartered in Texas and given its fanatical focus on customer experience, it isn’t surprising that Southwest has always been very focused on its Hispanic customers. It has spent heavily over the years on Spanish-language advertising and launched a Spanish language micro-website in 2004. Unsatisfied with the results of this translated micro-site, Southwest knew there had to be a better way…
When Southwest acquired AirTran in 2011, it discovered that AirTran had been operating a successful Spanish-language website since 2008. Capitalizing on the chance to learn how AirTran had been successful, executives at Southwest took a closer look.
Southwest’s investigation into what AirTran had done to successfully engage Hispanic air travelers online led them to MotionPoint – the firm that operated AirTran’s Spanish website. The data MotionPoint shared on how the Hispanic market reacts in the online channel made sense. Southwest concluded that MotionPoint’s service would likewise increase engagement of Hispanics online for Southwest.com.
Southwest engaged MotionPoint which deployed a fully functional Spanish-language version of Southwest.com on August 23, 2012. The site was an immediate improvement. Even better, with MotionPoint’s help and optimization process, the results in the second year increased over Southwest’s successful first year. The trend continues pointing upward.