Most dispensaries think retention lives at the register.
Loyalty points. SMS offers. BOGO deals.
Short-term lifts that quietly train customers to wait for the next discount.
But real retention does not happen at checkout.
It happens between visits.
Between visits is where preference forms.
Where trust compounds.
Where customers decide who they come back to before they ever open a menu.
In this session, we unpack how Mary & Main has built repeat demand by focusing on culture, staff empowerment, and community experience instead of racing to the bottom on price.
Join Jael Harris, Chief Creative Strategist at MORE Media Co and Brand Marketing Manager at Mary & Main, for a candid breakdown of what retention really looks like when it is driven by connection, not coupons.
This is not a loyalty program talk.
This is about what customers remember, feel, and talk about after they leave and before they return.
Because cannabis customer retention is not a transaction.
It is a relationship carried forward.
What “Between Visits” Actually Means
Between visits is everything that shapes a customer’s next decision before they walk back into the store.
Not the receipt.
Not the POS.
Not a punch card.
It is:
- How staff made them feel the last time they were there
- Whether the brand shows up in their community authentically
- How culture and education replace pressure and upsells
- Whether the experience gives them something to identify with, not just something to buy
Mary & Main has proven that when you build preference, retention follows naturally and price sensitivity drops.
What You Will Learn
- Why discount-driven loyalty programs cap long-term growth
- How culture and staff autonomy directly impact repeat behavior
- How to think about retention as influence, not incentives
If you are tired of discounting your way to repeat visits and want to build a dispensary retention strategy that protects margin, this session is for you.
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