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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?
Suggested Answer: B
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21 comments · newest first
DE
Deane
1 month ago
A discount in an apology email sounds perfect for re-engagement!
PA
Patti
2 months ago
Option C seems risky. Ignoring it could hurt customer loyalty.
NI
Nidia
2 months ago
I feel like an apology is necessary. Customers need to know they care.
DA
Dan
2 months ago
Option A might work too, but it feels less engaging.
JA
Jame
2 months ago
I agree, but option B could be more personal.
GL
Glory
2 months ago
I think option D is the best. A discount would really help.
LA
Laurene
2 months ago
True, but we need to balance sentiment. Maybe a mix of B and D?
TI
Timothy
3 months ago
I like D. Apologizing shows we care about our customers.
FL
Florinda
3 months ago
But if we don’t reach out, they might forget us! Option A is also good.
BE
Bernardo
3 months ago
I'm worried about negative feelings. Option C might be safer.
CO
Colton
3 months ago
I agree, but option B could work too. A direct message feels personal.
NI
Nieves
3 months ago
I think option D is the best. A discount would bring people back.
FI
Fidelia
4 months ago
I doubt a discount will fix the damage done by the outage.
FE
Felix
4 months ago
I agree with D, a little incentive goes a long way after a bad experience.
AB
Abel
4 months ago
Wait, are they really considering not sending anything? That seems risky!
MA
Maryanne
5 months ago
Not sure about that, sending an apology might just remind them of the outage.
WI
Wilbert
6 months ago
I think option D is the best! A discount would definitely bring people back.
LE
Lezlie
6 months ago
I’m leaning towards option A since it targets those who were already shopping, but I’m not completely confident about how effective the Abandoned Cart journey would be in this case.
TI
Tiara
6 months ago
I feel like sending a discount could backfire, especially if people are already frustrated. Maybe option C is safer, but it seems risky to not reach out at all.
TA
Tamala
6 months ago
I think option B sounds familiar from our practice questions. A user-initiated message could really help bring customers back, but I wonder if it’s too late after 24 hours.
BR
Brittni
7 months ago
I remember we discussed the importance of re-engaging customers after an outage, but I'm not sure if sending an apology email is the best approach.