Retailers catfish shoppers at their peril, Narvar

60% of UK consumers are more likely to repeat-purchase from a brand or retailer that communicates with them directly after a sale, according to Narvar research.

It’s survey of 2,000 people also found that when a customer is expecting to hear from a company after a sale, but they are passed along to a different business, such as a third-party delivery company or carrier, they feel ‘catfished’.

“We know that consumers expect to receive proactive communications about their order and delivery after a sale. We now also understand that they expect that these communications to come directly from the brand or retailer that they just bought from, and not a third-party,” says Anthony Gavin, EMEA Regional Director, Narvar.

“When these communications aesthetically reflect the brand too, customers are even more emotionally engaged. This is so important as brands and retailers look to differentiate and build genuine loyalty in a highly competitive environment.”