SlideShare a Scribd company logo
Southwest Airlines
IMC Brand Plan
Kanika Dutt
Professor: Joseph Hartnett
UCLA Extension
Southwest Airlines
Aggregate Customers by Behavioral Data
• Customers who travel frequently.
• To grow customers and loyalty segment.
• Travelers looking for best rates and experience.
Southwest Airlines
IMC STEP 2
Determine Financial Value of Customers/Prospects
Produc
t
Custo
mers
Annual
deman
d
Margin Gross
Sales
Gross
margin
/custo
mer
value
Southw
est
credit
card
10000 $100 $50 1,000,00
0
500,000
Southwest Airlines
IMC STEP 3
Create & Deliver Messages & Incentives
CUSTOMER INSIGHT
For consumers who look for cheap yet comfortable flight experience.
Southwest Airlines provides free 2 bag check-in policy, with fares as low as $40 one-way.
Provides Inflight perks like Wi-Fi, food and beverage, Rapid Reward points that don’t
expire.
Southwest Airlines gives the best customer experience.
Southwest Airlines doesn't charge even if you cancel the last moment plus their customer
care is so good, they usually accommodate for further selected dates.
Influence customers purchase criteria, innovate to solve customer problems, and build
advantage by accumulating customer data and harnessing network effect.
Southwest Airlines
IMC STEP 3
Consumer Insight in Action for Southwest Airlines
• A Marketing professional who travel a lot for work. It’s a professional requirement to be
always on the go. Southwest has provided with such comfortable flight experience at a low
price without compromising on the quality.
• A good flight can really affect on my success, as a good trip can make me feel relaxed and at
ease where as a bad one can be exhaustive.
• The kind of experience Southwest provides has led to customer loyalty and that strategy has
helped the brand to fly high.
• With the Southwest Credit Card , by the end of the year I have enough points which I can
redeem and book flights, hotels with.
Southwest Airlines
Brand Message and Incentive
• Southwest believes in “A brand is a Promise”. The Heart logo states the
promise made to the customers the comfort and ease they experience it.
• They focus on their employees , as it brings the customer experience to life.
• Southwest’s formal Customer Service Commitment Agreement, which spells
out the company’s pledge to provide safe, affordable, reliable, timely,
courteous, and efficient air transportation.
Southwest Airlines
Cause-Related Incentive
• Recently Southwest
Airlines, held a plane for
a passenger to see their
dying grandson.
• They make sure to help
passengers with special
need with JOY.
Southwest Airlines
IMC Step 4
Estimating Return on Customer Investment
Product Margin
Total
Customer
Value (10k)
Marcom
Invest/Cust
omer
Total
Marcom
Investment
New Total
Customer
Value
Margin
New
Individual
Margin/
Customer
Incremental
Gain/Loss
ROCI*
Southwest
credit card
$50/year $500,000 $1 $10,000 $510,000 $51 $1.00 100%
Southwest Airlines
IMC Step 5
Evaluation, Planning, Budgeting, and Re-Allocation
Customer Contribution: $100/year
Customer Commitment: Fly southwest because of the ease and comfort
provided by them.
Customer Champions: Providing Special offers like packages, flights on sale.
FLY WITH
SOUTHWEST

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Imc southwest airlines

  • 1. Southwest Airlines IMC Brand Plan Kanika Dutt Professor: Joseph Hartnett UCLA Extension
  • 2.
  • 3. Southwest Airlines Aggregate Customers by Behavioral Data • Customers who travel frequently. • To grow customers and loyalty segment. • Travelers looking for best rates and experience.
  • 4. Southwest Airlines IMC STEP 2 Determine Financial Value of Customers/Prospects Produc t Custo mers Annual deman d Margin Gross Sales Gross margin /custo mer value Southw est credit card 10000 $100 $50 1,000,00 0 500,000
  • 5. Southwest Airlines IMC STEP 3 Create & Deliver Messages & Incentives CUSTOMER INSIGHT For consumers who look for cheap yet comfortable flight experience. Southwest Airlines provides free 2 bag check-in policy, with fares as low as $40 one-way. Provides Inflight perks like Wi-Fi, food and beverage, Rapid Reward points that don’t expire. Southwest Airlines gives the best customer experience. Southwest Airlines doesn't charge even if you cancel the last moment plus their customer care is so good, they usually accommodate for further selected dates. Influence customers purchase criteria, innovate to solve customer problems, and build advantage by accumulating customer data and harnessing network effect.
  • 6. Southwest Airlines IMC STEP 3 Consumer Insight in Action for Southwest Airlines • A Marketing professional who travel a lot for work. It’s a professional requirement to be always on the go. Southwest has provided with such comfortable flight experience at a low price without compromising on the quality. • A good flight can really affect on my success, as a good trip can make me feel relaxed and at ease where as a bad one can be exhaustive. • The kind of experience Southwest provides has led to customer loyalty and that strategy has helped the brand to fly high. • With the Southwest Credit Card , by the end of the year I have enough points which I can redeem and book flights, hotels with.
  • 7. Southwest Airlines Brand Message and Incentive • Southwest believes in “A brand is a Promise”. The Heart logo states the promise made to the customers the comfort and ease they experience it. • They focus on their employees , as it brings the customer experience to life. • Southwest’s formal Customer Service Commitment Agreement, which spells out the company’s pledge to provide safe, affordable, reliable, timely, courteous, and efficient air transportation.
  • 8. Southwest Airlines Cause-Related Incentive • Recently Southwest Airlines, held a plane for a passenger to see their dying grandson. • They make sure to help passengers with special need with JOY.
  • 9. Southwest Airlines IMC Step 4 Estimating Return on Customer Investment Product Margin Total Customer Value (10k) Marcom Invest/Cust omer Total Marcom Investment New Total Customer Value Margin New Individual Margin/ Customer Incremental Gain/Loss ROCI* Southwest credit card $50/year $500,000 $1 $10,000 $510,000 $51 $1.00 100%
  • 10. Southwest Airlines IMC Step 5 Evaluation, Planning, Budgeting, and Re-Allocation Customer Contribution: $100/year Customer Commitment: Fly southwest because of the ease and comfort provided by them. Customer Champions: Providing Special offers like packages, flights on sale.

Editor's Notes

  1. To connect People to what's important in their lives through friendly, reliable, and low-cost air travel.