Your Customers Are Shopping With Your Competitors—Here’s Why

And you’re not imagining things. 

According to Tact Firm, 50% of dispensary customers don’t return after their first purchase. That’s half your potential revenue walking out the door, never to be seen again. 

So why is this happening? And more importantly—how do you fix it? 

1. You’re not staying top of mind

People are busy. Even your best customers get distracted by a million other things. So if they don’t hear from you, they won’t remember you. Simple as that.

Here’s how you can fix it:

- Use Push Notifications – General push notifications by Digital Awesome apps are free, can be automated, and keep your dispensary front and center on customers’ phones every day. You can announce new products, exclusive deals, or just send a friendly “We miss you!” message.

- Personalized Email & SMS Reminders – A simple “Your favorite strain is back in stock” or “Here’s a special offer just for you” can bring customers back without being intrusive.

- Engage on Social Media and Community Events  – Be more than just a business. Share content that educates, entertains, and keeps your brand in the conversation.

2. You’re treating customers all the same

Not all customers are created equal.

Someone who buys from you weekly needs a different experience than someone who hasn’t been back in months. So if you’re sending the same offers to everyone, you’re missing opportunities to make a real impact.

- Segment Your Customers – Group them based on purchase frequency and history, product preferences, search behavior or lifetime value. Tools like DispensaryMate, POS system or loyalty provider can help with this.

- Offer VIP Perks – Reward your best customers with early access to deals, invite-only events, or special discounts.

- Win-Back Campaigns – Target one-time shoppers with “We haven’t seen you in a while” offers, discounts, or personalized recommendations to bring them back. 

3. Your customer experience is driving them away

Even if your products are top-notch, a frustrating experience can turn customers off for good. A PwC study found that 32% of customers will walk away after just ONE bad experience even if they love the product.

Here’s how you can reduce churn:

- Audit Your Customer Journey – Secret shop your own dispensary. Is checkout in-store and online or your app smooth? Are staff knowledgeable? Is your website or app easy to use?

- Improve Your Post-Order Process – Make order tracking effortless. If customers have to call or text just to know where their order is, that’s already friction. 

- Speed Up Service – Long wait times and slow fulfillment kill repeat business. Streamline operations where possible. Whether it’s adding pre-payment options, in-app delivery, in-app curbside pick ups, or better staff training.

4. Everything feels transactional

People don’t just buy from businesses, they buy from brands and the people they connect with. If your messaging is all “Buy this! Buy that!” without any “connection” or non-financial value then don’t expect much loyalty.

- Build a Community – Create in-store events or an exclusive members-only group where customers feel valued.

- Spotlight Your Customers – Share testimonials, highlight regulars, or feature customer stories on social media.

- Go Beyond Selling – Educate your audience on cannabis trends, new products, and usage tips on your website or app. The more valuable your content, the more likely they’ll engage with your brand.

From One-Time Shoppers to Loyal Customers

Boosting customer retention starts with small, intentional tweaks. By staying top of mind, personalizing experiences, enhancing service, and fostering real connections, you can turn occasional shoppers to loyal patrons.

What’s one small change you can make in your dispensary today?

Want customers to spend more money every time they shop with you?

DispensaryMate helps dispensaries make more money with repeat sales with a 360° mobile app and engagement system. Request a demo with Digital Awesome.

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