B2C Owners Share Insights on Key Business Model Elements Driving Customer Value

Subham Kumar

Jun 8, 2024 — 8 min read

Key Business Model Elements Driving Customer Value - B2C Business Owners Insights

Ever wondered what elements keep customers satisfied in B2C businesses? With India's B2C e-commerce market anticipated to increase to $380 billion by 2030, understanding the elements driving customer satisfaction is essential. To gain insights, StartupTalky connected with numerous B2C business owners and asked them what main elements of their B2C business model contribute to delivering value to individual customers. Now, let's explore their responses and learn from them.

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

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

At Sid's Farm, we are committed to delivering exceptional value to our customers. Our B2C model prioritizes purity, transparency, and a customer-centric approach. We conduct nearly 10,000 daily milk tests to ensure the absolute safety and purity of every product you receive.

We believe in complete transparency, allowing you to access daily test results, fostering trust and confidence in our practices. Our responsive support team is always available to answer your questions and address any concerns you may have.

We go beyond just selling milk; we actively educate our customers about the importance of high-quality milk and the benefits of ethical dairy practices. This commitment to education reflects our core values. We believe that an informed customer is a loyal customer, empowered to make healthy choices for themselves and their families.

Kaushik Das, Founder & CEO, AAONXT

The main elements of our B2C business model that contribute to delivering value to individual customers are centered around three key areas: content diversity, user experience, and cultural resonance.

Firstly, content diversity is a cornerstone of AAO NXT. We offer a wide array of entertainment options, including the AAO Original Odia web series, original movies, short films, classic movies, and soulful songs. This diverse content library ensures that there is something for everyone, catering to various tastes and preferences. By continually adding fresh and engaging content, we keep our audience entertained and coming back for more.

Secondly, we place a strong emphasis on user experience. Our platform is designed to be user-friendly with an intuitive interface that makes navigation seamless. Features like personalized recommendations and easy access from any device ensure that our users can enjoy their favorite content with minimal effort. We understand that convenience is crucial, so we’ve made it possible for users to access our platform from anywhere in the world with just a swipe of their finger.

Lastly, the cultural resonance of our content is vital in delivering value. AAO NXT is deeply rooted in Odia culture, and our mission is to elevate and amplify this rich cultural heritage on a global scale. By showcasing stories that reflect the essence of Odisha, we create a unique connection with our audience, allowing them to see their culture and experiences represented authentically. This cultural focus not only entertains but also fosters a sense of pride and identity among our viewers.

These elements—diverse and engaging content, a superior user experience, and a strong cultural connection—are what make AAO NXT a valuable and beloved platform for our individual customers.

Suman Bannerjee, CIO, Hedonava

In our B2C business model, we deliver exceptional value to individual customers through several vital elements. Our portfolio tracking via web and mobile apps offers real-time updates, intuitive interfaces, and advanced analytics tools, ensuring customers have comprehensive control over their investments. We facilitate easy entry to alternative investments with low minimum thresholds, making diversification accessible to all, and support this with educational resources. Our commitment to low fees and no lock-ins ensures customers enjoy maximum returns and flexibility.

Additionally, we offer investments with low correlation to traditional markets, aiding in portfolio risk reduction and stability. Complete transparency is a cornerstone of our approach, with open communication about investment performance, accessible information on fund management, and adherence to high ethical standards. Furthermore, we leverage cutting-edge technology to enhance security, ensuring that customer data and transactions are protected with the highest standards of encryption and cybersecurity measures.

We also focus on ESG (Environmental, Social, and Governance) investments, allowing customers to align their portfolios with their values and invest in companies that prioritize sustainability, ethical practices, and positive social impact. Our 24/7 customer service provides prompt, knowledgeable support across multiple channels, complemented by extensive self-service resources. These elements combine to create a customer-centric model that enhances the investment experience and meets the diverse needs of our clients.

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

As a leading D2C brand overseas and having created a good user base of informed parents in India by providing sustainable baby and mother care solutions that use the choicest ingredients and upholding global clinically tested standards, we at TERRA cater to a large sustainable babycare products market and see good traction within our website shop. Furthermore, we have partnered with leading e-commerce platforms like Amazon, FirstCry, etc., to expand our reach to existing and potential consumers

We also have our presence offline with over-the-counter products at Firstcry exclusive shops, and BigBasket outlets, among others. Our social media campaigns further connect brilliantly in spreading awareness to doting mothers about how they can select the best self-care and baby care products while being environmentally positive in their approach.

Deepak Khanna, Owner, DRK Jewels

At DRK Jewels, we believe in crafting not just ornaments, but everlasting memories. Our B2C business model revolves around three core elements that consistently deliver value to our discerning clientele. Firstly, our commitment to exquisite craftsmanship sets us apart. Every piece is meticulously designed and meticulously crafted, ensuring unparalleled quality and timeless elegance.

Secondly, we prioritize customer experience. From personalized consultations to seamless transactions, we strive to make every interaction with DRK Jewels a delightful journey, leaving a lasting impression on our customers.

Lastly, our dedication to innovation drives our success. Whether it's staying ahead of trends or introducing unique designs, we continuously push the boundaries to offer something truly extraordinary to our patrons.

In essence, our B2C business model hinges on superior craftsmanship, exceptional customer experience, and relentless innovation, all converging to create unparalleled value for each individual customer.

Apurv Modi, Co-Founder, Abhay Health

At the Abhay Group, we operate in two distinct sectors under B2C markets. In the healthcare domain, we have Abhay Health, while in the consumer electronics space, we have Oliv Life. Our primary goal across both sectors is to truly understand our customers and meet their needs in ways that make a real, tangible difference in their lives.

For Abhay Health, this means empowering individuals to take control of their health. We provide products like rapid testing kits and self-diagnostic tools that enable people to conveniently monitor their health at home. It's all about making healthcare accessible and manageable for everyone.

On the other hand, Oliv Life is dedicated to embedding the latest technology into everyday gadgets. We design products like fast chargers and power banks to be not only reliable and durable but also stylish and easy to use. Our focus is on combining quality and innovation to not just meet but exceed our customers' expectations.

By focusing on quality, innovation, and customer convenience, we ensure that our offerings consistently deliver exceptional value and enhance the lives of our customers.

Sameer Gandotra, Founder and CEO, Frendy

Our target customer group is in the small towns (tier 3+) of India and the adjoining rural catchments around these towns. Customers here are not looking for just a better Kirana but to make their daily shopping experience better. Our Frendy Marts offer them a Better shopping experience – Value via deals & offers, Variety with a wider assortment, and convenience, empowering them with a wide range of choices to make their own selection in a safe, clean environment just like their tier 1 cities counterparts.

We also have a digital app which customers can order from and get home delivery from the Mart. Customers in the rural catchments are connected via a network of micro kiranas connected to each Frendy Mart and a digital app for customers. This omnichannel approach allows them to experience digital commerce with the assistance, trust & assurance of the micro kirana entrepreneur.

Tanay Sharma, Co-Founder & COO, CITTA

At CITTA, our business model is centered on a simple mantra, i.e., delivering exceptional value through premium and high-quality skincare products for babies. Our gentle formulations offer long-term and sustained results, outperforming any standard skincare product. Our key elements include the use of natural blends and ECOCERT/ COSMOS Organics-certified ingredients that amalgamate traditional wisdom with modern science.

Doctors frequently recommend our products due to the stringent standards of safety and efficacy we undergo. We prioritize 100% transparency by clearly listing all ingredients on our labels; ensuring parents know exactly what they’re applying to their baby’s skin. The commitment to quality, safety, and efficacy helps us stand out in this crowded skincare industry.

Kannav Thukral, Managing Director, Blackzone Mobiles

There are 4 main elements:

Product Design: High-performance hardware, user-friendly software, sleek aesthetic design catering to diverse preferences of customers. Example: We have Big Keypad phones, Card Phones along Flip Phones in our range
Customer-Centric Features: Our new keypad models come with support for WhatsApp and Youtube
Affordability and Value for Money
After Sales Customer Support