Bloomfire helps Southwest Airlines Democratizes Customer Insights.

Case Study Southwest Airlines Democratizes Customer Insights With Bloomfire

Industry
  • Travel and Leisure
Solution
  • Customer Insights

Southwest Airlines is the largest domestic air carrier in the U.S and employs over 60,00 people. The company differentiates itself through its customer service and fare transparency. Because customer service is central to Southwest’s value proposition, it’s essential for their marketing team to understand what their audience wants and needs.

The Problem

Southwest’s customer insights and other teams throughout marketing were typically spending between 30 minutes and two hours searching for information every week. They needed a tool that would allow them to centralize their customer insights so that their marketing team could easily find and leverage this information.

We had standing room only training. I think it just shows that people are clamoring to get their hands on a tool like this
Sydney Leonard
Associate Manager of Knowledge Management, Southwest Airlines

The Solution

Implementing the Bloomfire platform allowed Southwest to democratize insights across their marketing department. Sydney Leonard, Associate Manager of Knowledge Management, says that Bloomfire saves her team time while getting people across departments thinking outside of the box.

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