How B2C Businesses Use Consumer Data to Personalise Experiences: Insights from B2C Owners

Subham Kumar

Jun 9, 2024 — 8 min read

How B2C Businesses Use Consumer Data to Personalise Experiences - B2C Owners Share Insights

Nowadays, personalising customer experiences is more important than ever. StartupTalky reached out to various B2C business owners to learn how they utilise consumer data to improve their services and enhance customer satisfaction. Their insights reveal innovative strategies for using data to understand customer preferences, create unique shopping experiences, and more.

This article compiles their expert opinions, offering valuable advice on making data-driven personalisation a core part of B2C business strategy.

Tapasya Sharma, Global Head, Digital Marketing & E-commerce
Kaushik Das, Founder & CEO, AAONXT
Suman Bannerjee, CIO, Hedonava
Sameer Gandotra, Founder and CEO, Frendy
Dr. Kishore Indukuri, Founder and Managing Director, Sid’s Farm
Deepak Khanna, Owner, DRK Jewels
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

In the current times, personalization is the golden standard for brands to thrive in the B2C space. We garner consumer data to target potential consumers through personalized emails informing them to explore our website-exclusive offers. Moreover, we retarget existing customers through personalized emails recommending them to try our other range of products while asking them about the product that they bought recently. Their recommendations are heard diligently to be able to cater to them as they are willing.

Apart from personalized emails, we also engage in social media campaigns to reach customers directly on Instagram, Facebook, WhatsApp, etc., for their queries and the products that they explore.

Kaushik Das, Founder & CEO, AAONXT

At AAO NXT, leveraging consumer data is central to our strategy for personalizing B2C experiences and enhancing customer satisfaction. Here’s how we do it:

Behavioral Analysis: We analyze viewing patterns and behaviors to understand what types of content our users prefer. By tracking which shows, movies, and songs are most popular, as well as the time spent on each, we can tailor our recommendations to align with individual preferences. This ensures that our users always have access to content that is most relevant and appealing to them.
Personalized Recommendations: Using advanced algorithms and machine learning, we provide personalized content recommendations based on users’ viewing history and preferences. This helps in discovering new content that they are likely to enjoy, thereby enhancing their overall experience and keeping them engaged with the platform.
Customized User Interface: We offer a customized user interface that adapts to individual user preferences. For example, the homepage layout and featured content can be tailored to highlight genres, actors, or directors that a user frequently watches, making the platform more intuitive and user-friendly.
Targeted Notifications and Alerts: We send targeted notifications and alerts about new releases, upcoming shows, or special events based on user interests. These notifications are designed to keep our users informed and excited about content that matches their preferences, leading to increased engagement and satisfaction.
Content Curation: Our content curation team uses consumer data to identify and prioritize the acquisition and production of content that our audience desires. By understanding what our users are watching and enjoying, we can focus on creating and curating content that meets their expectations and fills any gaps in our library.
Feedback Integration: We actively solicit and analyze user feedback to understand their needs and preferences better. This feedback is integrated into our content development and platform enhancement processes, ensuring that we continually improve and adapt to meet our users’ expectations.
Segmentation and Personalization: We segment our user base into different groups based on demographic data, viewing habits, and engagement levels. This allows us to create personalized marketing campaigns and offers that resonate with each segment, driving higher engagement and satisfaction.
Enhanced Customer Support: By leveraging consumer data, we can provide more efficient and effective customer support. Understanding a user’s history and preferences allows our support team to offer personalized assistance and resolve issues more quickly, leading to a better overall customer experience.

By harnessing the power of consumer data, we are able to create a highly personalized and satisfying experience for our users at AAO NXT. This not only enhances customer satisfaction but also fosters loyalty and long-term engagement with our platform.

Suman Bannerjee, CIO, Hedonava

In our B2C model, we take several steps to ensure the customer experience is smooth and effortless. We continuously refine our simplified onboarding process to make it as user-friendly as possible, incorporating intuitive registration forms and streamlined documentation requirements. The entire investment and withdrawal process is fully digitized, offering a seamless, paperless experience that allows customers to manage their investments, make deposits, and withdraw funds easily through our secure online portal or mobile app.

Customers receive regular portfolio updates through email, push notifications, and in-app alerts, informing them about their investment performance and significant market developments. We maintain complete transparency by providing clear information about our investment strategies, performance, and fees, with detailed reports and dashboards for easy tracking.

Our transparent fee structure ensures no hidden costs, fostering trust and confidence. Additionally, we offer educational resources on alternative investments, including articles and interactive tools, empowering customers to diversify their portfolios and enhance their financial literacy.

Our 24/7 support is available via email, WhatsApp, call, and SMS, complemented by a comprehensive FAQ section and self-service resources, ensuring help is always accessible. We continuously gather and incorporate user feedback to improve our platform's functionality and usability, regularly updating it with new features based on customer suggestions. These comprehensive steps create a hassle-free, engaging, and informative customer experience, positioning our B2C model as a leader in delivering value and satisfaction and building long-term loyalty.

Sameer Gandotra, Founder and CEO, Frendy

Daily shopping offers the richest data. Customers visit the mart or the micro kiranas 10 to 15 times a month and this allows us to collect rich data. As we are hyperlocal we use grouping of data to offer specific deals or allow our mart/ micro kirana entrepreneurs to tweak these to suit their customers' needs.

We believe that rather than full personalization of experience – customizing experiences for groups of customers effectively allows us to market the same products to a cluster of customers and deliver greater value via faster sales & cheaper logistics of any hub or spoke.

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

We leverage customer data responsibly to personalize B2C experience and enhance satisfaction. By closely tracking customer behavior, we understand their milk preferences, allowing us to recommend relevant products. We meticulously track and address customer complaints, ensuring timely resolution and maintaining records for future reference. This allows us to proactively address any recurring issues they might encounter. We are currently revamping our app to offer a hyper-personalized experience with customized offers based on your individual preferences.

Deepak Khanna, Owner, DRK Jewels

At DRK Jewels, we recognize the transformative power of consumer data in enhancing B2C experiences and elevating customer satisfaction to unprecedented heights.

Through advanced analytics and AI-driven insights, we meticulously analyze customer preferences, purchase history, and browsing behavior to create highly personalized experiences tailored to each individual's unique tastes and preferences.

Whether it's recommending complementary pieces based on past purchases or sending personalized offers on special occasions, our data-driven approach ensures that every interaction with DRK Jewels feels uniquely curated and deeply personal.

Moreover, we prioritize data privacy and security, adhering to stringent protocols to safeguard our customers' sensitive information, thereby instilling trust and confidence in our brand.

In essence, by leveraging consumer data intelligently and ethically, we not only enhance the B2C experience but also foster deeper connections with our clientele, solidifying DRK Jewels' position as a trusted purveyor of luxury and elegance.

Apurv Modi, Co-Founder, Abhay Health

Consumer data is like gold for us – it helps us truly understand and anticipate what our customers want. At Abhay Health, we use data analytics to get a clear picture of individual health patterns and preferences. This allows us to offer personalized health solutions, from wellness plans to specific product recommendations.

For Oliv Life, analyzing purchasing behaviors and feedback helps us tailor our marketing and product development. We learn what our customers value most—whether it's battery life, portability, or design—and refine our offerings to match those needs. This data-driven approach means our customers feel understood and valued, which naturally boosts their satisfaction and loyalty.

Tanay Sharma, Co-Founder & COO, CITTA

At CITTA, we create personalized experiences by analyzing the purchase history, preferences, and feedback of our customers. In accordance with the data, we tailor our product recommendations and marketing messages to meet individual needs. Additionally, based on consumers’ browsing behaviour, we feature personalized product suggestions and skincare tips. Emailers, WhatsApp Blasts, and Ad Campaigns are customized to highlight relevant products and promotions. This data-driven approach ensures that our customers receive a curated and relevant experience, thereby, increasing their satisfaction and loyalty.

Kannav Thukral, Managing Director, Blackzone Mobiles

We have only recently started having data in place and organized so that we can gain enough information through analytics. In the current scenario, we only campaigns in vernacular languages and include localized features in the phone catering to the Indian Market.