Customer intelligence,
articulated.
Playbooks, data and stories from India's most customer-obsessed D2C brands. Updated weekly.
State of D2C Customer Experience in India, 2026.
We analysed 200,000+ customer feedback responses across 50 Indian D2C brands. Here's what we learned about churn, retention, NPS and the silent reasons customers leave.
The WhatsApp Feedback Playbook for Shopify Brands.
Response rate templates, timing windows, opt-in language, and the 5 questions that move retention.
NPS vs CSAT: What Indian D2C Should actually Track.
Both have a place. Most brands use the wrong one for the wrong question. A clear decision framework.
How Univision Foods Cut Churn by 18% in 6 Months.
A walkthrough of the exact retention play they ran: what they asked, where they listened, and how they acted.
The Real Cost of Not Knowing Why Customers Leave.
Most D2C brands lose 60% of buyers in 90 days, and never ask why. What that silence costs in real revenue terms.
From Spreadsheets to Signal: Pankaj Kumar on Building Gaith Foods.
The founder of a 100 Cr+ D2C food brand on customer obsession, retention as moat, and switching from 3 tools to 1 dashboard.
The Multi-Channel Feedback Decision Matrix.
When to use WhatsApp vs calls vs email vs SMS, and why most brands get the channel-to-moment match wrong.
The Customer Intelligence Brief.
One email a week. New playbooks, fresh data, and what we're learning from India's D2C founders.