When it comes to online shopping in the United Kingdom, customer loyalty is anything but a forgone conclusion.

With that being said, what can online merchants do to cultivate more loyalty and, more importantly, repeat sales?

To find the answer, Narvar studied the behavior of 2,000 online shoppers in the UK to uncover the moments that matter most when it comes to cementing loyalty.

The results of that study are captured here in our report, The Post-Purchase Hierarchy of Needs.

By reading this report, you'll obtain a may you can use to create a rewarding, engaging customer journey that goes beyond the buy button, and turns one-off shoppers into lifelong patrons.

This falls into four broad categories:

1. Communication: Consumers show a preference towards retailers and brands that have delivered exceptional and proactive communications.
2. Choice: Delivery flexibility is a key component for consumers considering repeat-purchases.
3. Control: Consumers want to have their preferences respected and they will be loyal to retailers and brands that allow them to change their mind at the last minute.
4. Connection: Recognition that consumers customers today want a strong emotional connection with their favourite brands and retailers, who should be providing immersive experiences at scale.

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