Customer Service: a Personal Touch in a Virtual World
Today’s cannabis consumers enjoy a variety of shopping options, with online orders and curbside delivery on the rise. However, a significant number of customers still opt to walk into brick-and-mortar retail locations. This challenges dispensaries to cater to those who crave an in-person experience at the same time they entice the more digital-savvy crowd to buy online—all while remaining competitive and unique in an ever-expanding marketplace. From daily deals and discounts to an expansive and constantly revolving array of products, dispensary owners have tried a slew of ways to remain relevant with their clientele. Recent industry conversations have revolved around digital innovation like sleek point-of-sale systems, streamlined customer-relationship management, and the ongoing development of artificial intelligence. The cannabis market—like the rest of the world—is migrating into the cloud. But no matter how far we advance technologically, one essential part of customer service si...