In today’s thriving cannabis market, competition is fierce. Customers have countless choices, so ensuring a positive experience is crucial for building loyalty and driving sales. So how do you stand out from the competition and convince people that they should spend their dollars at your dispensary?

The Answer is Customer Experience

In the cannabis industry, exceptional customer experiences are the key to unlocking success. Happy customers become loyal patrons, spreading positive word-of-mouth and driving new business. They’re your brand champions, and the key to cultivating them lies with your budtenders.

As the face of your business and brand, your budtenders are the key to elevate customer experience. They’re more than just order takers. A well-trained team is the heart of a memorable experience. They’ll greet customers warmly, answer questions with expertise, make knowledgeable recommendations, and go the extra mile to ensure every visit is not just efficient, but truly exceptional.

The Impact of Customer Experience on Your Bottom Line: The Good and The Bad

According to customer experience studies, your staff plays a crucial role in shaping customer satisfaction:

  • A 2021 study by McKinsey & Company found that companies that prioritize and elevate customer experience increase sales revenues 2-7% and profitability by 1-2%. [1]
  • A 2020 study by PwC found that 73% of customers say experience is an important factor in their purchasing decisions. Additionally, 42% would pay more for a friendly, welcoming experience. [2]
  • According to Bain & Company, brands with superior customer experience generate 5.7 times more revenue than competitors with poor customer experience. [3]

Positive customer experience impacts your retail cannabis operation and your bottom line in many ways, including:

  • Customer loyalty: Guests who have a positive experience are more likely to return to your dispensary over and over.

Research by Deloitte indicates that increasing guest satisfaction raises the likelihood of return visits by 30%. [4]

  • Increased spending: Guests who have a positive experience are more likely to purchase more.

  • Positive word-of-mouth: Positive experiences at your dispensary translate to word-of-mouth recommendations and glowing online reviews.  This expands your reach and attracts new cannabis enthusiasts who trust your brand thanks to the positive experiences of others.

  • Higher lifetime customer value: Taking all of the above points into consideration, a positive customer experience at your retail cannabis operation can lead to a higher lifetime customer value.

According to Bain & Company superior customer experience turns customers into promoters with a lifetime value 6 to 14 times that of detractors. [5]

On the other hand, a negative customer experience at your dispensary can lead to:

  • Customer churn: Customers who have a negative experience are more likely to take their business elsewhere.

  • Decreased spending: Customers who have a negative experience are likely to spend less money.

  • Negative word-of-mouth: The old adage has been that a satisfied customer will tell 4 people about their experience, while unsatisfied customers will tell 16 people. However with today’s social media influence, a bad customer experience might be shared to hundreds or even thousands of potential customers. Remember, the internet never forgets!

  • Lower lifetime customer value: Taking all of the above points into consideration, a negative customer experience can lead to a considerably lower lifetime customer value. 

How to Elevate Customer Experience

Imagine walking into a dispensary excited about trying a new product, only to be met with long wait times, impersonal service, and confusing product displays.  You finally reach a budtender who seems rushed, doesn’t have a good grasp on the product offerings, and by the time you leave, you’re not sure if you got what you really wanted. Even if you end up enjoying the effects of what you picked up, the overall experience probably has you thinking about checking out a different dispensary next time.

So what if there was a way to guarantee a positive customer experience every time – even across multiple locations? 

Enter the power of consistent, effective training that’s specific to your retail cannabis operation, and which engages your employees and gets them invested in and excited about your business’ success by elevating the customer experience.

Here are some additional ways that investing in employee training impacts your bottom line:

  • Reduces Employee Turnover: Effective, standardized training has been proven to ensure new hires are well-equipped to succeed from day one, leading to increased job satisfaction and a significant reduction in turnover. 

  • Increases Employee Retention: Employees who feel valued and invested in their impact on a positive customer experience are more likely to stay in their jobs.

  • Reduces Operating Costs: Well-trained employees are less likely to make mistakes, which in addition to helping to consistently deliver exceptional customer experiences, can save your business money in the long run.

How LearnLeaf Can Help

LearnLeaf equips your dispensary team with the knowledge and skills to cultivate exceptional customer experiences. Through a combination of engaging training methods, including cinematic videos and interactive eLearning modules, your employees will learn how to best elevate customer experience through topics such as:

  • Exceptional Customer Service: Learn how to warmly welcome guests, confidently recommend products based on their needs, and resolve problems efficiently.

  • Cannabis Expertise: Become product connoisseurs! Our training empowers budtenders to answer questions confidently and provide insightful consultations on terpenes, strains, and effects.

  • Streamlined Dispensary Operations: Ensure a smooth customer journey with clear product displays, efficient checkout procedures, and in-depth knowledge of regulations.

Turns Costs into Savings

Investing in a comprehensive training program like LearnLeaf, which is specifically designed for the cannabis industry, can significantly reduce both real and hidden costs associated with hiring and onboarding by helping you:

  • Reduce Turnover

  • Onboard Faster

  • Increase Retention and Employee Development

  • Reduce Reliance on Managers

The Bottom Line

In today’s competitive cannabis market, standing out from the crowd is crucial, and investing in a well-trained budtender team is your secret weapon. By providing exceptional customer experiences, you’ll cultivate loyal patrons who tell their friends and keep coming back for more. 

Don’t settle for average – elevate your customers’ dispensary experiences, and your bottom line, with LearnLeaf!


[1] McKinsey & Company – “Prediction: The Future of CX”

[2] PwC – “Experience is everything. Get it right.”

[3] Tripleseat – “How to Make a Positive Impact on the Guest Experience in 2022”

[4] Deloitte – “Stay with me: Five keys to elevating guests experiences”

[5] Bain & Company – “Are You Experienced?”

Ready to Cultivate a Winning Team?

Schedule your FREE DEMO today and discover how LearnLeaf’s smarter cannabis training solutions can empower your team and fuel your cannabis business growth. With LearnLeaf, you’ll cultivate a high-performing workforce that’s equipped to navigate the cannabis industry and contribute to your company’s success.

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