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Orbitz is down – CRM opportunity?

Rohitblog_orbitz is down – an extremely rare event for large ecommerce sites these days.  I’m sure there will be articles in the coming days about the real cost of this outage for Orbitz.  And at this point it’s still down with only their admission that "We are aware of the problem and are working to correct it."  Chances are they will have it up very shortly.  But when the site is finally back up, they will have significant credibility issues to deal with.  Classic online crisis management. 

But this outage could also be an opportunity for the site to reconnect with dormant or past customers. What if they sent a letter to all customers with an apology and incentive to return to the site?  Apology emails have a way of travelling among customers … which could be a good thing if an incentive were part of the message.  A built in setup for a viral message – where the good is sent with the bad.

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About Rohit

A keynote speaker on trends, innovation, marketing, storytelling and diversity.

Rohit Bhargava is on a mission to inspire more non-obvious thinking in the world. He is the #1 Wall Street Journal and USA Today bestselling author of eight books and is widely considered one of the most entertaining and original speakers on disruption, trends and marketing in the world.

Rohit has been invited to keynote events in 32 countries … and over the past year, given more than 100 virtual talks from his home studio. He previously spent 15 years as a marketing strategist at Ogilvy and Leo Burnett and also teaches marketing and storytelling as an adjunct professor at Georgetown University.

He loves the Olympics, actively hates cauliflower and is a proud dad of boys.

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