Valentine’s Day Special: D2C Founders Share Insights on Building Customer Loyalty and Lasting Connections

Valentine's Day

Muskaan Kapoor

14 Feb 2025 — 4 min read

D2C Founders Share Insights on Building Customer Loyalty and Lasting Connections on Valentine's Day

Valentine’s Day is all about meaningful connections, and for D2C brands, building strong customer relationships is just as important. Today, customers highly value the idea of personalisation, and it plays a key role in keeping them loyal.

While loyalty programs, referral incentives, and community engagement are essential in retention, not every strategy works the same for every brand. So, what truly drives long-term customer relationships? And where should brands focus in 2025?

To gain insights into this, StartupTalky connected with D2C founders and asked them to share their thoughts on the latest trends and winning strategies that help brands stay ahead and keep customers coming back. Here’s what they had to say!

Industry Trends Shaping Customer Loyalty in D2C

Akanksha Sharma, Co-Founder & CEO of CITTA, shared her insights around the evolving trends in D2C, stating, “A major trend in 2025 will be immersive digital experiences that seamlessly integrate tech with human touch to win customer loyalty.”

She highlighted the evolving D2C market, with key trends such as hyper-personalisation, AI-driven automation, and community-led brand experiences. Sustainability and ethical sourcing are also gaining momentum as conscious consumerism influences purchasing decisions. Additionally, AI-powered chatbots and gamification in loyalty programs are enhancing customer engagement.

For Sharma, customer loyalty comes down to value, consistency, and the overall experience. At CITTA, they focus on creating a personalised purchase journey and building strong community connections. Looking ahead to 2025, the brand aims to emphasise comprehensive engagement and create memorable experiences, rather than simply offering transactional deals.

The Role of Personalisation in D2C Success

Mani Tyagi, Co-founder & Hair Extension Expert at Gemeria Hair, discussed the role of personalisation in the D2C sector, emphasising that "Personalisation is the game-changer in today's competitive D2C landscape."

He explained that customers yearn for unique and tailor-made experiences and for that, he recommended customer data segmentation to show more personalised product recommendations, exclusive offers, and content that talks directly to a need. This approach helps build deeper connections and trust with customers.

Tyagi also noted that emerging trends like AI-powered customisation and dynamic pricing are making personalisation even more impactful, offering real-time, relevant experiences. Looking ahead to 2025, he believes brands will need to leverage AI and data analytics to create smooth, engaging personalisation that makes customers feel truly understood and valued.

Customer Retention Strategies for D2C Brands

Natasha Tuli, Co-Founder & CEO of Soulflower, emphasised that customer retention is not just about transactions—it’s about creating emotional connections that keep customers coming back. She said, “Loyalty is earned when customers feel seen, heard, and valued.”

At Soulflower, their Smile Loyalty Program focuses on rewarding advocacy with exclusive perks, referral incentives, and creating a sense of community through education and user-generated content. Tuli highlighted that looking ahead to 2025, the brand will focus on value-driven retention strategies, offering personalised experiences, early access to new launches, and ultra-fast delivery within 10 minutes across metros.

This approach shows that customer retention is not just a strategy, but the heart of D2C brands' business model, ensuring every interaction feels effortless, rewarding, and deeply personal.

“For us, customer retention isn’t just a strategy—it’s at the heart of everything we do,” said Tuli.

Building Strong Connections and Memorable Experiences for Customers

Mahipal Singh, Founder and CEO of Revaa, shared his thoughts on retaining loyal customers, stating that “Meaningful connections made through community involvement, referral bonuses, and loyalty programs are crucial for D2C brands to retain customers.”

He explained that Revaa’s approach focuses on building trust through exclusive deals, informative materials, and a thriving community. Singh also highlighted that consumers today value more than just products; they resonate with brands that genuinely understand them, build meaningful connections, and contribute to a larger purpose.

Looking to 2025, he believes brands will need to focus on seamless digital experiences, sustainability, and hyperpersonalization.

When discussing memorable customer experiences, he emphasised that quality products and outstanding customer service are key. Singh suggested that D2C companies can keep coming up with new ideas, make online buying easier, offer tailored product recommendations, and promptly enhance customer support. Revaa’s focus is on offering tailored recommendations and enhancing customer support to create long-term relationships.

“A brand that is able to provide a customer with the right product as per the need at the right time is the winner and that is what makes it memorable for a customer,” emphasised Singh.