What Your Dispensary Can Learn from Big Retail Brands

Big retail brands like Amazon, Apple, and Target didn’t dominate their industries by chance. They mastered customer experience, branding, and innovation—and dispensaries can take a page (or five) from their playbooks. While cannabis retail has unique challenges, many of the strategies used by big retailers can be tailored to help dispensaries thrive.

Here’s how your dispensary can level up by learning from the retail giants.

1. Build a Memorable Brand Experience

Think about Apple Stores. They’re not just places to buy products; they’re designed to feel sleek, innovative, and customer-centric. Your dispensary should have that same level of intentionality when it comes to branding and experience.

What to do:

• Create a consistent vibe: Everything from your logo to your store layout should reflect your brand identity. Are you a high-end boutique or a laid-back community spot? Let that shine.

• Invest in packaging: Big brands know that packaging sells. Attractive, eco-friendly, or reusable packaging can set your dispensary apart.

• Tell your story: Customers connect with brands that have a compelling backstory. Share why you started your dispensary and what makes it special.

Studies show 46% of consumers are willing to pay more for brands they trust (Salsify). A strong, authentic brand builds that trust.

2. Make Customer Convenience a Top Priority

Amazon has redefined convenience with its one-click ordering and fast delivery. While dispensaries can’t deliver at Amazon speeds (yet), you can prioritize convenience in other ways.

How to do it:

• Streamline online ordering: Offer a seamless experience for browsing, ordering, and paying online.

• Optimize curbside pickup: Make it quick and efficient for customers on the go.

• Offer flexible payment options: Big brands know the easier it is to pay, the more customers spend. If possible, accept multiple payment methods, including debit cards and cashless options.

Insider Tip: Add order tracking or text notifications to let customers know when their purchase is ready.

3. Invest in Staff Training

Target trains its employees to be knowledgeable and friendly, which builds customer loyalty. The same goes for dispensaries—your staff is the face of your brand and one of your biggest assets.

How to emulate big brands:

• Focus on product knowledge: Make sure your team knows the ins and outs of your offerings, from terpenes to THC levels.

• Teach soft skills: Customer service is about more than answering questions. Train your team to be approachable, empathetic, and helpful.

• Reward excellence: Recognize and reward staff who go above and beyond for customers.

73% of customers say friendly service influences their loyalty to a brand (PWC). A well-trained staff pays off.

4. Leverage Data Like a Pro

Big retailers live and breathe data to understand customer behavior and predict trends. Dispensaries have access to valuable data, too—it’s just a matter of using it effectively.

Ways to use data:

• Track buying habits: Notice a trend in pre-roll purchases on Fridays? Push a “weekend warrior” special.

• Personalize your marketing: Use data to send tailored emails, like product recommendations or birthday discounts.

• Optimize inventory: Keep tabs on what’s selling fast and what’s gathering dust to manage stock efficiently.

Insider Tip: If you don’t already have one, invest in a customer management system (CMS) to track and analyze data.

5. Nail Your Visual Merchandising

Walk into a Target, and you’ll see carefully curated displays designed to grab attention and increase sales. Dispensaries can apply the same principles to their layouts and product showcases.

Tips for better merchandising:

• Group products by need: Create sections like “Sleep Solutions,” “Stress Relief,” or “Edibles for Beginners” to guide customers.

• Use lighting strategically: Highlight key products with focused lighting to draw attention.

• Rotate displays: Keep things fresh by regularly updating your shelves with new or seasonal items.

Research shows that effective visual merchandising can increase sales by up to 20% (Shopify).

6. Embrace Omni-Channel Marketing

Big brands don’t just rely on one channel—they’re everywhere their customers are. Dispensaries should adopt a similar omni-channel approach to marketing.

What to do:

• Be active on social media: Share promotions, new products, and behind-the-scenes content to engage customers.

• Send email campaigns: Announce product drops, discounts, or educational content to your email list.

• Partner with local influencers: Word-of-mouth still works wonders, and influencers can amplify your reach.

Insider Tip: Ensure consistency across all channels, from your website to your Instagram, so customers know they’re interacting with the same brand.

7. Prioritize Customer Retention Over Acquisition

Acquiring new customers is expensive—it costs 5x more to gain a new customer than to retain an existing one (HubSpot). Big retailers understand this and invest heavily in loyalty programs, personalized offers, and exceptional service to keep customers coming back.

How to improve retention:

• Launch a loyalty program with discounts or free products for repeat visits.

• Send exclusive offers to your most loyal customers.

• Gather and act on customer feedback to show you’re listening.

Insider Tip: Retained customers are your best marketers. Encourage them to leave reviews or refer their friends.

Final Thoughts

Big retail brands didn’t become household names overnight, but they all share one key trait: an unwavering focus on the customer experience. Your dispensary may not have the budget of Amazon or the reach of Apple, but you can still learn from their playbook to create a standout brand, improve operations, and win customer loyalty.

The cannabis industry is booming, and dispensaries that embrace these strategies will be well-positioned to grow alongside it. Ready to take your dispensary to the next level? Start adopting these retail-tested strategies today.