March 14, 2017

3 Customer Experience Tips For Dispensaries


The Customer Experience Has Changed

In the past ten years, the customer experience in retail has changed dramatically. Retailers understand that the customer journey no longer starts or ends inside of a store. In order to keep up, leading retailers have started to offer a customer experience that goes beyond their brick and mortar.

The current cannabis shopping experience often leaves customers and patients wanting more. Shoppers demand a level of personaliztion that is almost impossible to provide in the cannabis industry due to unfair restrictions. To make matters more difficult, there are more dispensaries than Starbucks and McDonald's combined in many markets.

In the long run, the most successful dispensaries will not be the ones who compete on price, but the ones who go above and beyond with their customer experience. 

Here are 3 tips on how to enhance your dispensary's customer experience. 

1. Invest In The First Touch Point

80% of customers begin their journey online.

On average, 10x more customers will visit your website than your store in one month. Consider your website as part of your store and you will see an increase in brand value and more importantly, conversions. Three of our favorite dispensary websites are:

2. Up Your Rewards Game

76% of customers want to be rewarded for their loyalty.

One of the easiest ways to attract and delight customers and patients is by rewarding them each visit. Putting your customers first will enhance your in-store experience and build your customers' lifetime value. The key question to ask is: "If I was a shopper, does this loyalty program make me feel rewarded?"  

Offering a loyalty program is an easy way to convert one-time shoppers into repeat customers. Digital options like Checkin focus on three key ingredients that lead to a successful dispensary loyalty program:

  • Frictionless sign up process
  • Transparent rewards
  • Analytics and insights

3. Stay In Touch

The relationship between you and your customers and patients should be more than transactional. Keep in touch with your customers and build your brand loyalty through communication. The average person sees 4,000 ads per day and if you do not stay in touch, you risk losing your customer base.

The key is to talk to your customers, not spam them. Topics that you should focus on are: 

  • New products
  • Changes to store operations
  • Promotions on their favorite products


CONCLUSION:

Although investing in customer experience is not as sexy as getting a billboard or paying for the top space on a listing site, it is 7x more cost effective. Start delighting customers with the only retention software platform designed for the cannabis industry! 

 



 

Topics: Retain, Engage

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