Top Strategies B2C Businesses Use to Engage and Retain Customers: Industry Leaders Share Insights

Subham Kumar

Jun 9, 2024 — 8 min read

Top Strategies B2C Businesses Use to Engage and Retain Customers - Expert Insights

Engaging and retaining B2C customers is a top priority for businesses. StartupTalky reached out to various B2C business owners to understand the innovative strategies they use to stand out and keep their customers coming back. From personalised experiences to utilising technology, these industry leaders share their insights and tactics that are driving customer loyalty and satisfaction. Read on to discover the creative approaches that are making a difference in the world of B2C businesses.

Tapasya Sharma, Global Head, Digital Marketing & E-commerce
Kaushik Das, Founder & CEO, AAONXT
Suman Bannerjee, CIO, Hedonava
Dr. Kishore Indukuri, Founder and Managing Director, Sid’s Farm
Deepak Khanna, Owner, DRK Jewels
Sameer Gandotra, Founder and CEO, Frendy
Apurv Modi, Co-Founder, Abhay Health
Tanay Sharma, Co-Founder & COO, CITTA
Kannav Thukral, Managing Director, Blackzone Mobiles

Tapasya Sharma, Global Head, Digital Marketing & E-commerce

At TERRA, we believe that the market, though competitive, offers a fair share to brands to carve out their niche in catering to a segment. Upholding global clinically tested recognition and standards, our raw materials and products are tested & certified by a clutch of globally recognized authorities and organizations including SGS, FSC, Dermatest, Intertek, and New Zealand FernMark accreditation. Coupling it with the biodegradable properties of our products, we have been able to pioneer in creating an ecologically conscious user base.

Since the majority of our target audience believes in a digital-first approach to their buying decisions, we target them through their preferred e-marketplace channels. Also, offering website-exclusive offers helps us retain a strong repeat customer base. Also, to sensitize the existing and potential audiences about their larger role in caring for the planet, we have unveiled a series of informative videos on our best practices for sourcing the choicest ingredients for the products sustainably; and ways to degrade the used biodegradable wipes for a better planet to be in. This feeling of belonging to a greater cause has helped us create a growing fraternity of conscious consumers.

Kaushik Das, Founder & CEO, AAONXT

In a competitive market, engaging and retaining B2C customers requires a blend of innovative strategies. At AAO NXT, we focus on the following key strategies to ensure we stand out and maintain a loyal customer base:

Personalized Content Recommendations: We utilize advanced algorithms to analyze user preferences and viewing habits, providing personalized content recommendations. This ensures our users always find something that matches their tastes, enhancing their overall experience and encouraging continued engagement with our platform.
Exclusive and Original Content: Our commitment to producing high-quality, original content specifically tailored to our audience is a major differentiator. By offering exclusive AAO Original Odia web series, movies, and short films, we provide unique value that can’t be found elsewhere, attracting viewers who seek authentic and fresh content.
Interactive and Community Features: We foster a sense of community among our users through interactive features such as forums, live chats, and social media integrations. This allows viewers to discuss their favorite shows, share recommendations, and feel more connected to both the content and the platform.
Cultural Celebrations and Themed Content: We celebrate Odia culture through special events and themed content releases that resonate with regional festivals, historical milestones, and cultural celebrations. This deepens our connection with the audience and aligns our platform with their cultural values and interests.
User-Friendly Experience: Our platform is designed to be intuitive and user-friendly, with easy navigation, seamless streaming, and cross-device compatibility. We prioritize a hassle-free experience, ensuring users can effortlessly enjoy their favorite content anytime, anywhere.
Continuous Improvement and Feedback Integration: We actively seek and incorporate user feedback to continuously improve our platform. This helps us stay attuned to our audience’s needs and preferences, ensuring that we evolve and adapt to meet their expectations.
Strategic Partnerships and Collaborations: We form strategic partnerships with major production houses and content creators to bring a continuous flow of high-quality content to our platform. Collaborations with influencers and cultural icons also help to boost our visibility and attract new users.

By implementing these innovative strategies, we aim to not only attract new customers but also keep our existing audience engaged and satisfied, solidifying AAO NXT’s position as a premier destination for Odia entertainment.

Suman Bannerjee, CIO, Hedonava

We implement several innovative strategies to engage and retain B2C customers in a competitive market. Our web and mobile apps offer timely notifications, keeping customers engaged with real-time insights and alerts. Regular portfolio updates via email ensure customers are continually informed about their investment performance. Constant follow-ups through personalized communication help maintain a strong connection with our clients, promptly addressing their queries and concerns. Our recurring investment facility simplifies the investment process, allowing customers to automate contributions and steadily grow their portfolios. We focus on delivering stable returns, building trust and reliability, which are crucial for long-term customer retention. Additionally, we uphold complete transparency, offering clear, accessible information about investment strategies, performance, and fees, fostering a sense of trust and confidence among our customers.

To ensure convenience and accessibility, we continuously improve our digital platforms, incorporating user feedback to make them more intuitive and user-friendly. Our commitment to security is paramount, employing the latest encryption and cybersecurity measures to protect customer data and transactions. We also offer dedicated account managers for high-net-worth clients, providing them with personalized attention and bespoke investment solutions.

These comprehensive strategies collectively create a seamless, engaging, and trustworthy experience that encourages customer loyalty and satisfaction.

Dr. Kishore Indukuri, Founder and Managing Director, Sid’s Farm

In a competitive market, customer engagement and retention are crucial. We prioritize a two-way communication approach, actively seeking and valuing feedback through various channels. We believe in creating unique customer experiences. We invite them to visit our farms on weekends for a firsthand look at our operations and a chance to interact with myself and our marketing head.

We understand that customer preferences are not one-size-fits-all. We tailor offers to different customer segments based on their preferences, such as buffalo milk versus cow milk. We extend our commitment beyond milk by participating in community activities and sponsoring school programs under our "Milkology™" banner to educate children about the importance of antibiotic-free and hormone-free milk.

This constant reminder keeps us accountable to the core mission of Sid's Farm – to deliver the highest quality dairy products while making a positive impact on our communities.

Deepak Khanna, Owner, DRK Jewels

In a fiercely competitive market, DRK Jewels employs innovative strategies to not only engage but also retain our treasured B2C clientele.

One such strategy is our immersive online experience, where customers can explore our collections virtually, aided by cutting-edge technology that brings each piece to life.

Additionally, we leverage social media platforms to foster a vibrant community of jewelry enthusiasts, engaging them through captivating content and exclusive sneak peeks.

Moreover, our loyalty program rewards frequent patrons with special privileges and personalized offerings, fostering a sense of belonging and appreciation.

Furthermore, we continuously seek feedback from our customers, actively incorporating their suggestions and preferences into our offerings. By staying attuned to their needs and desires, we forge enduring relationships built on trust and mutual respect.

In essence, our innovative strategies revolve around creating meaningful connections, fostering loyalty, and offering unparalleled value, ensuring that DRK Jewels remains the foremost choice for discerning customers in a competitive landscape.

Sameer Gandotra, Founder and CEO, Frendy

We allow our Mart & Micro Kirana entrepreneurs to engage with their and Frendy’s customers using our WhatsApp marketing suite embedded into our Mart PoS software as well as our Micro Kirana Partner App. The WhatsApp marketing is customized for each Mart/micro kirana owner and allows the owners to engage daily with their customers directly or via WhatsApp groups. They share deals & offers that are run either centrally by Frendy’s merchandising team or are customized by the mart / micro kirana entrepreneurs by themselves.

We have also piloted a loyalty program at our Marts that engages them to collect points on their daily shopping and then enjoy discounts when they do their monthly grocery shopping.

Fendy’s slew of 300+ aspirational yet affordable private-label products further creates brand loyalty among customers.

Apurv Modi, Co-Founder, Abhay Health

We believe that engaging and retaining customers requires a mix of innovation and personal touch. At Abhay Health, we're leveraging technology with our telehealth services and health management platforms. This keeps our customers connected and supported, building trust and reliability. For Oliv Life, we emphasize creating user-friendly and cutting-edge products. Our team is constantly interacting with customers through social media and community events, listening to their feedback and adapting our products accordingly. It's this direct engagement and responsiveness that really helps us build a loyal customer base and keep our brand fresh and relevant.

Tanay Sharma, Co-Founder & COO, CITTA

To engage and retain customers in a competitive market, we try to employ a number of innovative strategies. We focus on personalized marketing, using customer data to tailor recommendations and offers. Having a strong social media presence enabled us to understand the pain points of our discerning customers and tailor engaging content accordingly, that not only promotes our products but also educates parents about quality skincare practices. We also host live sessions with experts from different walks of life, creating a community of informed customers. Additionally, our dedication to ethical skincare for babies through innovative and gentle formulations has helped keep the brand fresh and exciting.

Kannav Thukral, Managing Director, Blackzone Mobiles

We have strong network of Distributors and Dealers in Tier 3 and 4 markets of India. Therefore we do a lot of Localized content and promotions to engage customers. Sweet Pricing along with variety is the key that helps us retain these customers because they look out for a trust they get with our local distributor along with credibility for the brand. These customers then also buy directly from our D2C website.