I love Southwest.com and when I know Virgin Air does not service my travel needs, they are my first site to check for flights. This makes it even more frustrating when I continue to receive emails that lack relevance.
Back in 2009, we wrote a post on the email shotgun, rifle, and blow-dart, which focused on the importance of relevant and personalized email content. While this post could benefit from a few updates, much of it holds true and serves as a good example of what Southwest could be doing.
I routinely receive an email very similar to the one below that emphasizes their ‘Click ‘N Save Deals.’ This is a great idea, in concept, but when the resulting content doesn’t provide relevance to the subscriber, it does little good. What I mean is that most of the time the ‘deals’ are never in my primary service area. While I may be interested in a nice deal on a flight to Aspen, if the deal is only for Dallas to Aspen, that does me little good.
The Long-Term Risk of this Lack of Personalization: Subscribers will continue to check if their is a deal that applies to them, but after a while if they consistently see that the promotion is irrelevant, they will be trained not to check. When that perfect deal does come along, it will be too late as they will delete it before checking (or opt-out).
What Southwest.com Could Do:
1. I’m a frequent flyer and have a rewards account with them that is associated with my email address. Why not identify my primary departure airport and have personalized content about my area and corresponding deals. Also include surrounding airports that are within a 60 mile drive.
2. If there is no ‘deal’ for my airport, why not have special alerts for last minute flight availability to prime areas. This of course requires integration with other databases, but it is doable.
3. In addition to my primary airports for departure, identify frequent destinations. This could serve as a reminder of reasons to visit, partner offers (e.g. hotels) and more.
There are also significant improvement opportunities with the overall architecture of these emails, but for the purpose of this post we will stay focused on the context/relevance of the promotion. Southwest has a tremendous opportunity here to provide extremely personalized email content that will improve the customer experience and ultimately increase sales. With a few small adjustment they can have a big impact, and with a larger strategic overhaul, they could really start to better leverage the email channel.
