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 the site and continue their shopping.

What action should NTO take? Select One

A. Import a file of logged-in customers into NTO's existing abandoned cart journey in Journey builder.

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

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

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

Answer 1

NTO should send an apology email with a future purchase discount to all customers affected by the outage to acknowledge the inconvenience and encourage them to return to the site. The action that Northern Trail Outfitters (NTO) should take after experiencing a 24-hour website outage is D. Create and send an apology email that includes a discount for a future purchase to all customers.

Step-by-step explanation:

The action that Northern Trail Outfitters (NTO) should take after experiencing a 24-hour website outage is D. Create and send an apology email that includes a discount for a future purchase to all customers.

This approach acknowledges the inconvenience caused to the customers and offers a tangible incentive to encourage them to return and complete their purchases. It's important to address the issue transparently and provide compensation that adds value to the customers, which can help mitigate negative sentiment and potentially increase customer loyalty.

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