Cannabis customers come in all shapes and sizes. Some are first-time users; others are long-time enthusiasts. Some seek relief from a medical condition, while others just want to relax and have a good time. However, regardless of their reasons for using cannabis, all customers expect a positive experience when patronizing a dispensary or online store. With that in mind, here are a few steps to create an unbeatable customer experience in your dispensary.
Understand the Customer Experience
The first thing you will need to do if you are just getting into the cannabis industry would be to understand the customer experience. By understanding the customer experience, you will be able to finetune the various aspects of your business to ensure every customer is a satisfied customer.
The various stages of the customer experience consist of:
- Awareness: The awareness stage is basically when the customer first becomes aware of your business or comes across it.
- Discover: The second stage is when the customer discovers or realizes that your business can meet their needs.
- Cultivation: The cultivation stage is very important since this is when a relationship is formed between the customer and your business.
- Advocacy: This stage is as equally as important since this is when your business needs to advocate your products or services to the customer; in other words, show how beneficial your products or services are.
- Purchase: Finally, the purchase stage is when the customer buys from your business.
Knowing these stages is crucial since it will give you an idea of what to focus on going forward.
Customer Support
One of the best ways to ensure your customers have a great experience is by providing the best customer support. What does this entail for a cannabis dispensary? This means understanding your customers’ needs, answering their questions, and making correct recommendations. This applies to online stores like fan-favorite smokecartel.com as well, which is why you need to have amazing customer support.
Product Descriptions
The next crucial aspect of providing a great customer experience would be to have detailed product descriptions. If you have a physical dispensary, you need to list the strain of cannabis, how much it costs per gram, what the level of THC is, and more. This is just as important in online stores, arguably even more so. Clearly mentioning the child-resistant packaging for cannabis in your product descriptions is another factor to include, that will instill confidence in your customers, reassuring them that their purchase will be secure. The use of child-resistant packaging adheres to safety regulations and promotes responsible consumption. Always ensure your products have images since many customers actually won’t buy a product if they don’t see it first.
Easy to Navigate Store/Site
Of all the things you need to do in order to provide a great customer experience, having an easy-to-navigate store and website is one of the most important. The layout of your store needs to make sense; you can’t have dry herb vaporizers and bongs mixed with no price layout. Your online store needs to be easy to navigate and set up to guide the customers where they need to go or where you want them to go.
Focus on Education
The cannabis industry is still relatively new, so many customers aren’t too sure about the products they should buy and their differences. This is why you need to focus on educating the customer. Not only will this help customers in making a purchase, but it will also establish authority. More importantly, by educating the customer, you are checking the two boxes for the customer experience; cultivation and advocacy.
Improve Your Discoverability
Finally, to provide the best customer experience, you will need customers, which means you need to improve both your discoverability and the awareness of your dispensary or site. There are many ways to do this. For example, you could begin using social media and an efficient content strategy to boost brand awareness. More importantly, if you are selling special cannabis products, you could begin targeting niches.
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