Make of Break for E-Commerce amid Covid-19 Lockdown in India
Many see the Covid-19 lockdown as an opportunity for E-Commerce firms. Rightly so, as the government is favoring the fulfillment of essential items via the channel. However, it is almost a make or break situation with e-commerce companies. They may either create a lasting first impression or they might just lose their face amid various operational challenges in the lockdown. All firms want the new user to download their app, register and place their first order under various in-house new user acquisition programs. But it is not the only step to build a loyal customer base. The new user acquisition needs to be serviced to create customer delight and build advocacy. Various factors that are out of control of the e-commerce firms might just break instead of making a loyal customer base. A detailed opinion piece HERE . In a nutshell, t he lockdown is now a double-edged sword for these firms, on one hand, there is a pool of new customers waiting to jump on the bandwagon and on th