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, the 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 the other hand there is less control over the customer experience during these turbulent times. They can either make a lasting impression or lose the customer completely.
Ideally, the firms would keep promises conservative and try and over-deliver to bring customer delight.
Let us wait and watch who does it better, helps mankind at large and at the same time takes away a major pie of new customers trying to get acquainted with e-commerce.
The complete article can be read HERE.

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