Question

Northern Trail Outfitters(NTO) experienced a 24-hour website outage beginning on a peak shopping day. As a result, a number of logged-in customers' shopping sessions were disrupted. When the site is back online, the retailer would like to encourage those shoppers to return to the site and continue their shopping.

What action should NTO take?

A. Import a file of logged-in customers into NTO's existing Abandoned Cart journey in Journey Builder.

B. Create a user-initiated message to logged-in customers to send once the website is restored.

C. Do not send an email, as outage may have increased negative sentiment, resulting in unsubscribes.

D. Create and send an apology email that includes a discount for a future purchase to all customers

Answer 1

Northern Trail Outfitters should create a user-initiated message to send to logged-in customers after the website outage to encourage them to continue their shopping. They can also send an apology email with a discount to all customers. The correct option is B. Create a user-initiated message to logged-in customers to send once the website is restored.

Step-by-step explanation:

The action that Northern Trail Outfitters (NTO) should take to encourage logged-in customers to return to the site and continue their shopping after a website outage is to Create a user-initiated message to logged-in customers to send once the website is restored. This message can be in the form of a notification or pop-up message when customers log back into the site.

The user-initiated message should apologize for the inconvenience caused by the website outage and offer a discount or incentive to encourage customers to continue their shopping. This approach can help NTO regain customer trust, show appreciation for their loyalty, and incentivize them to complete their interrupted shopping sessions.

An apology email with a discount for a future purchase, as mentioned in option D, can also be sent to all customers, not just the logged-in ones, to further address the negative impact of the outage and show customer-centricity.

The correct option is B. Create a user-initiated message to logged-in customers to send once the website is restored.