1.
• Where do we start?
• Who are they?
• The untapped opportunity
• How to reach them?
• Customer Experience Ecosystem
• Key Takeaways
• Q&A
@RestrepoNow

2.
FUNDAMENTALS
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3.
90% of all online business
is done in English
70% of web users are not
Native English speakers
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4.
20%
of non-native speakers even
Feel comfortable with an
English-only platform
75%
of non-native speakers
Will not buy from an English
only platform
Nearly
Only
and
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5.
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6.
UNDERSTANDING
THE PERSONAIS KEY
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7.
Not to be confused with Latin Americans
or the inhabitants of Hispanic America.
US HISPANICS
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8.
More generally, it includes all persons in the United States who self-identify
as Hispanic or Latino, descendants of Spanish-speaking countries of Latin
America and the Iberian Peninsula.
LET’S
DEFINE
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9.
WHERE DO THEY
COME FROM?
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10.
Spain, Argentina, Cuba, Colombia, Puerto
Rico, Mexico, Dominican Republic, Costa Rica,
Guatemala, Honduras, Nicaragua, Panama, El
Salvador, Bolivia, Chile, Ecuador,
Paraguay, Peru, Uruguay, and Venezuela.
ESTIMATED 20
COUNTRIES OF ORIGIN
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11.
Most Hispanic Americans
(90%+) are of Mexican,
Puerto Rican, Cuban,
Salvadorian, Dominican,
Guatemalan, or Colombian
origin.
ARE NOT ONLY
MEXICANS
US HISPANICS
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12.
56 million by 2016. It is projected to grow to 119 million by 2060
0
10
20
30
40
50
60
1960 1965 1970 1975 1980 1985 1990 1995 2000 2005 2010
THE HISPANIC POPULATION, BY NATIVITY
POPULATION ESTIMATES IN MILLIONS
U.S born Foreign born
@RestrepoNow

13.
32%
26%
20%
19%
26%
25%
25%
20%
22%
21%
25%
20%
14%
21%
21%
27%
4%
7%
8%
13%
Hispanic
Black
Asian
White
Younger than 18 Millennial adults (18-33) Gen X (34-49) Boomer (50-68) Silent/Greatest (69 and older)
NEARLY SIX-IN-TEN HISPANICS ARE MILENNIALS OR YOUNGER
PEW RESEARCH CENTER
Note: Whites, blacks and Asians include only those who are single race and not Hispanic.
Hispanics are of any race. Figures may not add to 100% due to rounding.
Source: Pew Research Center analysis of 2014 American Community Survey (IPUMS).
“The Nation’s Latino Population is Defined by its Youth”
@RestrepoNow

14.
47%
6%
27%
26%
14%
37%
9%
24%
3%
7%
Younger than 18 Millennial adults (18-33) Gen X (34-49) Boomer (50-68) Silent/Greatest (69 and older)
NEARLY THREE-QUARTERS OF U.S.-BORN HISPANICS ARE MILLENIALS OR YOUNGER
% AMONG HISPANICS
U.S. Born
Foreign Born
PEW RESEARCH CENTER
Source: Pew Research Center analysis of 2014 American Community Survey (IPUMS).
“The Nation’s Latino Population is Defined by its Youth”
@RestrepoNow

15.
EVEN RELEVANT
IS SPANISH
ON THE WEB? WITH JUST ENGLISH?”
“DO WE REALLY
NEED SPANISH,
OR CAN WE GET BY
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16.
Google illuminated clear U.S. Hispanic digital opportunities
across many industries by sharing the growth in Spanish
language search queries in the past year including:
• Retail +210%
• Telecom +107%
• Health +80%
• Skincare +75%
• Food +70%
• Automotive +65%
• Beauty +65%
MARKETERS,
TAKE NOTE:
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17.
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18.
“DO WE REALLY
NEED TO TARGET
U.S. HISPANICS?
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19.
ACCORDING TO A RECENT NIELSEN REPORT
U.S. HISPANICS
ARE ONE OF THREE RISING GROUPS
OF SUPER CONSUMERS,
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20.
WHY “SUPER”
CONSUMERS?
$1.5 trillion in buying power in 2015,
a 50% increase from 2010.
These are the kinds of numbers that should have every marketer sitting up and taking notice
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21.
SEVEN ECONOMIC SECTORS BENEFITING THE MOST
FROM U.S HISPANIC GROWTH
FOOD
(grocery and restaurants)
REAL ESTATE
(residential)
TRANSPORTATION
(automotive and airline)
FINANCIAL
SERVICES
RETAIL
(especially clothing and electronics)
EDUCATION
(higher education and technical schools)
ENTERTAINMENT
AND MEDIA INDUSTRIES
@RestrepoNow

22.
Digital media expenditures grew the fastest
year over year at 18.3% with marketers
investing nearly $700 million in Hispanic digital
media. Who is leading the way? Here are the
top 10 advertisers on US Hispanic websites
according to Ad Age:
1. AT&T
2. Nissan
3. Procter & Gamble
4. General Motors
5. Fiat Chrysler
6. Verizon
7. Microsoft
8. American Express
9. Toyota
10. Core Digital Media
@RestrepoNow

23.
KEEP IN MIND
NOT ALL US HISPANICS
FIT THE SAME MOLD:
Two ways to understand and segment:
1. Attitude-Based
2. Life Stage
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24.
Attitude-Based US Hispanic Segments
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25.
THE AMERICAN
YARDSTICK
HISPANIC DOMINANT
• Predominantly speak Spanish at
home
• Most media
consumption in Spanish
• Foreign-born
• Mean age 40
• Lived in the US seven years
average
Currently, marketers tend to divide Hispanics into three different categories: Hispanic Dominant, Bicultural and US Dominant. Offline, the
sizing of these groups is reversed, with Hispanic Dominants representing 52% of the segment, Biculturals 19% and US Dominants 28%
BICULTURALS
• Speak both languages at
home
• Most media consumption
in English
• Foreign and US-born
• Mean age 34
• Lived in the US 22 years
average
US DOMINANT
• Speak English at home
• Most Media consumption
in English
• US-born
• Mean age 37
• Lived in the US 36 years
average
23% 31% 46%
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26.
Life Stage
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27.
A DIFFERENT
MEASURE
YOUNG AND FREE 30%
No kids
Average 26 YO
Single
YOUNG FAMILY 17%
2 Kids (0-11)
Average 33 YO
Married
MATURE FAMILY 23%
2 Kids (12-17)
Average 40 YO
Married
PRIME OF LIFE 18%
No Kids
Average 41 YO
Married
EMPTY NESTER 13%
Kids 18+
Average 57 YO
Married
Segmentation by life stage provided another way to understand the values and interests of Hispanics, based on their
preferences and behaviors, which are not necessarily unique to their cultural background or acculturation level.
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28.
HISPANICS LOVE AND TRUST
THE INTERNET
Hispanics are more enthusiastic about the benefits of
the internet than the General Market – so much so that
they have more confidence in online product ratings
than the opinions of their friends.
72%Product
Rating Sites
28%
Friends’
Opinions
@RestrepoNow

29.
YOUNG HISPANICS
LOG ON MOST
Online Hispanics are younger than their offline counterparts, who are also
more likely to be empty nesters.
77%
66%
56% 60%
33%
23%
34%
44% 40%
67%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Young and Free Young Family Mature Family Primer of Life Empty Nesters
ONLINE OFFLINE
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30.
THEIR PURCHASE PROCESS
THE INTERNET INFORMS
Hispanic consumers view the internet as a very important information source in the purchase decision-making
process. They look to the internet to learn about products, brands, features, stores and pricing.
70%
75%
80%
85%
90%
95%
Start learning
process
Learn about
brands
Learn about
features
Get advice on
what to buy
Where to buy Compare prices Make final
decision
Hispanic General Market
@RestrepoNow

31.
HEAVY RELIANCE
ON MOBILE DEVICES
Hispanics are much more likely to get
online using a mobile device. Hispanic
mobile phone owners are more likely
than Anglo mobile phone owners to
access the Internet — 40 percent vs.
34 percent — from their phones
according to the Pew Hispanic Center.
@RestrepoNow

32.
HOW DO THEY
SHARE THENEXT COOL
THING?
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33.
CATCHING
THE VIRAL BUG
Power users are also highly influential in their communities, spreading the word about deals (91%) or
the latest entertainment news (87%). They are content creators and use the web to broadcast their
point of view, while mainstream Hispanics are more traditional in how they communicate with others.
79%
38%
64%
52%
68%
28%
Via email
Over the phone/ in-person
IM to friends / family
Write a blog
Social networking site
Write a review on a review site
POWER USER
91%
55%
51%
21%
55%
6%
MAINSTREAM HISPANICS

34.
FIRST RULE…
FOR US WEBSITES ENG/ESP option
should be AND not OR.
@RestrepoNow

35.
WHO WILL USE WHAT…
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36.
A NEW
PERSPECTIVE
THE IMPORTANCE OF LIFE STAGES
3.20%
28.40% 34.40%
43.10%
18.80%
96.80%
71.60% 65.60%
56.90%
81.20%
Young and Free Young Family Mature Family Prime of Life Empty Nesters
Spanish English
If we look at the language preference for websites by life stage. English marketing messages are favored by virtually all of the
youngest Hispanics and most of the other market segments. This has important implications for marketers, who should always
take into consideration their target segment’s needs and passions before determining the appropriate language/media mix.
Marketers should always take their target audience’s life stage into account before
determining the language/media mix.

37.
MEDIA CONSUMPTION BY SEGMENTS
ONLINE HISPANICS PREFER ENGLISH LANGUAGE ONLINE MEDIA
Most Hispanics consume online media in English – even Hispanic Dominants. This reflects the greater
availability of English language sites. This is not unexpected, as 27.6% of web content is created in
English, with Chinese second at 22.1% and Spanish a distant third at 7.9%
14.36
12.42
20
9.3
2.5 3
Hispanic dominant Bicultural US dominant
Hours Online in English Hours Online in Spanish

38.
A TIE BETWEEN
TONGUES
ONLINE HISPANICS SEEK OUT THE
BEST EXPERIENCE
0
15
30
45
60
0 15 30 45 60
Keep Up with Home
Country News
Entertainment News
Follow Passions &
Hobbies
Keep Up with US
News
Financial Information
Research Purchases
The chart shows the language patterns among consumers who prefer Spanish. Clearly, they will consume similar
types of content in both languages. This suggests that Online Hispanics are not opting for one language over the
other. Rather, they’re looking for the best online experience regardless of language.
% Consume content in
English multiple times per
week
% Consume content in
Spanish multiple times
per week

39.
QUALITY MATTERS
HISPANICS DISTRUSTFUL OF SPANISH LANGUAGE SITES
One of the reasons why so many Hispanics prefer
English content is their mistrust of sites in Spanish,
which often are little more than literal translations of
English content. Only 3% of respondents found Spanish
language sites more trustworthy and useful than those in
English, leaving an important percentage of the Hispanic
segment feeling undeserved.
3.1%I trust the Spanish site more
Spanish site has more useful information 2.8%

40.
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41.
CAN YOU SAY IT
IN ENGLISH?
In general, Hispanics recognize the disparity between the availability of English and Spanish language content.
They perceive English sites as more comprehensive, detailed and useful than Spanish-language counterparts.
This belief is prevalent across all levels of acculturation and life stages.
25.30%
23.10%
21.10%
17.90%
8.80%
Can't do all the same things on Spanish site
The English site is better / more comprehensive
English site has more detail than the Spanish Site
English site has more useful information
English site has better deals than the Spanish

42.
WHEN SPANISH
IS PREFERRED…
DO IT WELL
Those who prefer Spanish marketing find that tailored content makes them feel closer to home.
They also favor a meaningful transcreation over a literal translation of an English site.
51.9
24
44
47
75
56
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
It's more important than just straight translation
It takes into account my ties to home country
It reflects my experience in the US
It Matters Very Important

43.
APPEARANCE
COUNTS
BE RESPECTFUL WITH CREATIVE
EXECUTIONS, IMAGES
40.80%
57%
For those who prefer Spanish Marketing
For those who prefer English marketing
Media representation issues become more important for more acculturated and younger Hispanics.
Imagery should be carefully selected to provide positive identification with culture without
stereotyping.

44.
SUMMARY
UP TO NOW
1HISPANICS ARE INFLUENCING THE MAINSTEAM
Online Hispanics have proven to be tech-savvy media
trendsetters.
2LIFE STAGE IS KEY
Your language/media mix should be based on the life
stage of your consumer.
3TAILOR YOUR MESSAGE TO THEIR EXPERIENCE
Hispanics prefer messaging that takes into account their
backgrounds and experiences.

45.
WHAT IS
CUSTOMER EXPERIENCE?
• Customer Experience: It’s about giving consumers a consistent, well-branded
omni-channel experience.
– Branding, look, feel, and voice should be the same from social media, to
websites, to apps… all this should happen as a consequence of thorough
research and understanding.
@RestrepoNow

46.
WHY SHOULD
YOU LOCALIZE?
• TRANSLATION vs. TRANSCREATION
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47.
Be authentic and human-centered
CULTURAL VALUES
LEARN TO EMBRACE
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48.
@RestrepoNow

49.
Listening
+ Analytics
Engagement
Publishing
Content Creation
Measure & Optimize
What is your audience saying about
your brand? What do they care
about? Influencers?
Stats? Where to focus?
Publish your content on the right
platform, at the right time, in the right
language and re-engage your audience
Create insightful, global, yet
locally relevant content
Build engagement based on real
Global insights, User Generated
Content and Storytelling
DIGITAL ECOSYSTEM
@RestrepoNow

50.
DIGITAL ECOSYSTEM
ADVERTISING
• Banners
• Displays
• Paid
• Endorsement
INFLUENCER
ENGAGEMENT
• Response
• Advocacy
• Loyalty
PARTNERSHIPS
• Co-branding
• Digital Influencers
CONTENT
• Build trust
• Educate
• Curate
• UGC
• Reviews
• Location-Based Services
DIGITAL
PROPERTIES
• Catalog
• Websites
• Blog
• Mobile
• Email
• Apps
SOCIAL EMBASSIES
• Facebook
• Twitter
• YouTube
• Instagram
• LinkedIn
• Pinterest
• Google+
@RestrepoNow

51.
• Prioritize the following:
– Web pages
– Mobile
– SEO
– Paid Media
– Social media
– Content
DESIGN YOUR
MEDIA MIX
WHAT WOULD A MEDIA
MIX LOOK LIKE FOR THIS
POPULATION?

52.
SEO
• Spanish language searches are on the
rise – increasing from about 65% to
200% across key categories such as
auto, food, beauty, etc.
• Do your research – find out what
keywords are important to your
community
@RestrepoNow

53.
WHAT IS
RELEVANT CONTENT?
@RestrepoNow

54.
Create relevant online content for the
U.S. Hispanics; topics they care about
or that are unique to them. Appeal to
their cultural sensibilities like food,
traditions, holidays and family.
Sports Bilingual | 2515 likes |
46 shares | 28 comments
PRODUCT FEATURES
RELEVANT TOPICS
AND
1
@RestrepoNow

55.
Reflect the Hispanic culture in a
tasteful and identifiable way. Users
relate and identify with people who
talk and seem “just like them”.
VISUALS
2

56.
While not as important as culture,
language does matter. For some U.S.
Hispanics consumers, Spanish and
bilingual content online are still signals
that you want to engage with them.
Localize culturally relevant content.
LANGUAGE
3
@RestrepoNow

57.
U.S. Hispanics value culturally
appealing entertainment. Consider
including Hispanic music and video
content.
Evoke to emotions by sharing
anecdotes and Hispanic stories.
ENTERTAINMENT
4

58.
U.S. Hispanics want to hear from
people like them, whether it’s a
celebrity, a YouTube profile or
another influencer online.
INFLUENCERS /
TESTIMONIALS4
@RestrepoNow

59.
KEY TAKEAWAYS
@RestrepoNow
- Understand the fundamentals. English rules the web, but there's
opportunity in LAS (Latin American Spanish).
- Not all US Hispanics are the same, not all are Mexicans, not all in the
same stage, not all with the same attitude.
- Mobile is a priority.
- If you're going to use Spanish make sure your content is useful and
relevant! Build trust in Spanish.
- Translation is not equal to transcreation.
- Start by listening to your audience and start the transformation of
your digital ecosystem piece by piece. Prioritize!
- For US website and content strategies ENG/ESP
should be AND not OR.

60.
20 YEARS
Of expertise in
language
Forbes Most
TRUSTWORTHY
Company
#1 LANGUAGE
SERVICE PROVIDER
By Common Sense Advisory
One Global
LEAN SIX SIGMA
Methodology
250+
Languages
#1 GLOBALIZATION COMPANY