Not sure how – keep reading…
D2C business owners, this question is to you. Also, to the investors looking for ‘differentiation’.
What do I see – the mindset?
‘ We’re selling on all the major e-commerce platforms out there – Amazon, Flipkart, Nykaa,…
We’ve proven the product-market fit.
Now, It’s time for me to bring all the traffic to my D2C store.
And use that data effectively. ‘
My take – great. The thought is good.
But if data capturing is the only parameter you’re looking at, then you’re missing out on another tool.
The tool – Custom Customer Experience – the chance to delight your customers with your creativity and that data(you’ve collected)
Standard e-com platforms offer you standard tools to sell.
The customer’s thought process of buying a water heater is not the same as when they buy a moisturizer.
I’ve ordered from close to 50 different d2c brands in the past 3 years(multiple times from the same brands).
I only got this feeling, ‘they got me’, only with 6 brands.
What do I mean?
When a question pops up in my mind in the customer journey, there is a clear mechanism to address that question.
All at the right time and at the right stage.
You can only do this when –
– you know your product well
– you understand your target audience well
When people ask me – is the D2C space all too crowded?
A lot of investors and entrepreneurs think so.
![](https://beingplato.com/wp-content/uploads/2023/09/pexels-erik-mclean-16052344-1024x683.jpg)
My answer – That’s because they’re not getting it.
You only get it when you’re in the trenches.
The younger target audience values experience as much as the product today.
Just take my experience – just 6 of 50 brands are doing it right when it comes to this single major parameter – customer experience.
If you just compete on exactly the same parameters – niche, product, audience, marketing, but just providing an incredible customer experience – you still will win by a huge margin.
Now, just think about 100s of other major parameters – niche, product, marketing, audience, market, strategy, channels,…
You’ve not even touched the pie.
If you know how to play the game, you can win.
But you need to be in the trenches first.
Entrepreneurs, investors – differentiation doesn’t have to be life-changing, but subtle things can create a huge impact too.
The only caveat – you’ll only know these subtleties when you’ve been in the trenches.
If you’ve been there, just do it.
You know what others don’t.
Note – a simple mental model to think –
Why D2C brands are growing and thriving at a faster rate today?
Because customers value better customer experiences than ever before. And D2C enables that process.
![](https://beingplato.com/wp-content/uploads/2023/09/pexels-cottonbro-studio-5076511-1024x683.jpg)
Capitalise on that. Provide an incredible experience to your customers.
They’ll love you back many times more.
The hack – create your own playbook. That’s what ‘Custom Customer Experience’ means.
Have you experienced this feeling with any D2C brand out there?