Cannabis App Development
Dispensary Online Reviews: Elevating Brand & Loyalty with Social Proof
Posted by: Nikki Tabberrah
June 15, 2023
In today's digital age, online reviews have become an essential aspect of the decision-making process for consumers. This is particularly true in the cannabis industry, where dispensaries must work to establish trust and credibility with their customers.
With the rise of social media and the ease of sharing information, online reviews are now more influential than ever before. In this blog post, we will explore the power of online reviews for dispensaries, the effectiveness of reviews as a form of social proof, and how leveraging reviews can enhance customer experience and boost brand equity and loyalty.
The Impact of Online Reviews on Consumer Behavior
Online reviews have a significant impact on consumer behavior. According to a BrightLocal study, 93% of consumers use online reviews to determine if a local business is good or bad. Furthermore, 87% of consumers read at least 10 reviews before trusting a business, and 91% trust online reviews as much as personal recommendations.
For dispensaries, these statistics highlight the importance of managing their online reputation and ensuring they have a strong presence on review platforms such as Yelp, Google MyBusiness, and even their own dispensary website and apps.
Harnessing the Power of Social Proof through Online Reviews
Social proof is a psychological phenomenon where people conform to the actions of others under the assumption that those actions are the correct ones. In the context of online reviews, social proof plays a crucial role in influencing consumer decisions.
When potential customers see positive reviews from other users, they are more likely to trust the dispensary and make a purchase. On the other hand, negative reviews can deter potential customers and lead them to seek out competitors with better ratings.
As a result, dispensaries must focus on obtaining and maintaining positive reviews to leverage the power of social proof and attract more customers.
Ways to Get Feedback from Dispensary Customers
There are several methods that dispensaries can use to solicit feedback from their customers. These include:
- Mobile App Check Out:
When customers make a purchase through a dispensary's mobile app, they can be prompted to leave a review or rate their experience – either on the app or any social channel of their choice. This is an effective way to gather feedback, as customers are more likely to provide a review while the experience is still fresh in their minds.
- Push Notifications:
Dispensaries can send push notifications to customers who have downloaded their mobile app, reminding them to leave a review after making a purchase. Push notifications can be a powerful tool for encouraging reviews, as they can be timed to coincide with the customer's visit to the dispensary.
- Incentivizing Reviews:
Offering incentives such as discounts or reward points in exchange for leaving a review can be a highly effective method for soliciting feedback. By providing a tangible benefit, customers may be more motivated to share their experiences on review platforms like Yelp, Google MyBusiness, or the dispensary's own app. Ask your Budtenders to assist with the process as they close in on a sale in-store.
- In-Store QR Codes:
Using in-store QR codes is a convenient and tech-savvy method to encourage customers to leave reviews. By scanning the QR code with their smartphones, customers can be redirected to a review platform where they can share their experiences.
Place QR codes in strategic locations around the dispensary, such as near the checkout counter, on product displays, or at the entrance/exit. Ensure that the QR codes are easily visible and accompanied by a call-to-action message inviting customers to leave a review. You can create QR codes that redirect users to your preferred review platform like Google MyBusiness, Yelp, or your own mobile app.
- Store Receipts:
Including a review request on store receipts is a simple yet effective way to reach out to customers and solicit feedback. Since customers receive a receipt after every purchase, this method ensures that the message reaches every customer.
Add a short message to the bottom or back of the receipt, asking customers to leave a review about their experience. Provide clear instructions on where they can leave the review (e.g., Google MyBusiness or Yelp) along with any incentives you may offer for leaving a review. For example, you could offer a discount on their next purchase or entry into a prize draw.
- Email Newsletters:
Email newsletters offer an excellent opportunity to communicate with customers and request reviews. Since customers have willingly subscribed to your newsletter, they are more likely to be engaged with your brand and willing to provide feedback.
In your email newsletter, include a dedicated section or call-to-action button requesting customers to leave a review. Make it easy for them by providing direct links to your preferred review platforms. You can also personalize the email by addressing the customer by their name and mentioning any recent purchases they made to remind them of their experience. Offering incentives such as discounts or reward points can further encourage customers to leave reviews.
- Live In-app Chats:
Live in-app chats provide an interactive way to engage with customers and solicit feedback. By using live chat functionality within your dispensary's mobile app, you can proactively reach out to customers, answer any questions they may have, and request reviews.
Integrate a live chat feature in your dispensary's mobile app and ensure that it is easily accessible from the main interface. Train your customer support team to engage with customers through the chat and address any concerns they may have. During the conversation, the support team can politely ask customers to leave a review about their experience. Make sure to provide a direct link to the review platform to make the process as seamless as possible.
Leveraging Reviews to Enhance Customer Experience and Boost Brand Equity
By actively engaging with customer reviews, dispensaries can not only improve their online reputation but also enhance the overall customer experience. Responding to both positive and negative reviews demonstrates that the dispensary values its customers and is committed to addressing any concerns or issues they may have.
Moreover, by analyzing the feedback provided in reviews, dispensaries can identify areas for improvement and implement changes that will ultimately lead to a better customer experience.
In turn, this enhanced customer experience will contribute to the development of brand loyalty and increase the overall brand equity of the dispensary. Loyal customers are more likely to recommend the dispensary to others, further expanding the business's reach and reinforcing the power of social proof.
Online reviews are a powerful tool for dispensaries, providing invaluable social proof and influencing consumer behavior.
By actively soliciting feedback and engaging with customer reviews, dispensaries can enhance the customer experience, boost brand equity, and foster loyalty among their customers. In an increasingly competitive industry, leveraging the power of online reviews is essential for dispensaries looking to stand out and succeed.