Stepping into the cannabis retail world these days feels a lot different than it did just a few years ago, doesn’t it? Technology, customer habits, and even shopping preferences are shifting fast. If you run a dispensary, you’ve probably noticed there’s no longer a simple choice between selling online or in-store - instead, you’re juggling touchpoints every time a customer connects with your brand. At Cova, we chat with business owners daily who want to do more than just keep up - they want to create seamless experiences that make every customer feel at home, whether they walk in or order from their couch. So, let’s talk about how bringing your online and physical worlds together using omnichannel cannabis retail can truly set you apart.
The Shift: No More Either/Or in Cannabis Retail
The pandemic kicked digital adoption into high gear, but cannabis customers today expect options - sometimes they’ll swing by the shop, other times they just want to browse and reserve from their phone. Digital tools aren’t a fancy extra anymore - they’re a must-have. Still, your store’s front door remains an essential gateway, especially for newcomers or folks feeling a bit unsure about cannabis.
Leading dispensaries focus on omnichannel strategies - unique experiences that flow smoothly from mobile app to online menu to the sales counter. Got Cova’s eCommerce solution? That means your real-time inventory matches your online store perfectly, letting customers browse, reserve, or set up pickup and delivery without a hitch.
Your Digital Front Door: Meet Shoppers Where They Start
Almost 90% of cannabis shoppers research their options online before even thinking about stepping into a store. Your website and digital menus are your new handshake. Key features like up-to-date product lists, live menu integrations (think Weedmaps and Leafly), and mobile order options aren’t just nice extras; they’re the basics that set you apart.
- Live inventory syncing means shoppers don’t find out after the fact that their favorite product is sold out (annoying, right?).
- Order-ahead (BOPIS) is now habit, not just a COVID workaround.
- Mobile ordering and apps boost privacy, speed, and give customers a reason to keep coming back. We break this down in detail on our mobile apps blog.
If your digital experience is clunky or outdated, chances are you’re losing people before they even consider coming by. Make that online journey slick, smooth, and accurate - or someone else will step in and welcome your missed customers.
Why Your Store Still Matters - Big Time
Despite the digital surge, your brick-and-mortar shop is far from obsolete. Loads of customers, especially those new to cannabis, value the ability to talk to a real person. Our research shows products that benefit from personal touch - like tinctures or concentrates - often seal the deal in-store. Here’s what you can’t beat with a screen:
- Personalized advice from budtenders who really know their stuff
- Face-to-face trust-building
- Quick answers to those awkward "is this right for me?" questions
- Getting a literal feel for products and accessories
Plus, new tech like in-store QR codes and self-serve kiosks is helping bridge any gaps, moving customers smoothly from digital exploration to hands-on experience. Agilence highlights how digital tools enrich customer education, whether they're browsing at home or in your shop.
BOPIS, Curbside, and Delivery - Catering to Today’s Convenience
"Buy Online, Pick Up In Store" (BOPIS), curbside pickup, and (where you can run it legally!) delivery services have redefined what convenience even means. UZIO’s analysis makes it clear: this isn’t a fleeting fad - it’s what customers expect now. Why do people love it?
- Orders placed online match what’s actually available in-store, thanks to real-time inventory
- Skip the wait by picking up on your terms - inside or curbside
- In some areas, order-to-door delivery (with compliance and privacy taken care of) is a game-changer
Sure, delivery is still tricky in certain states, but BOPIS and curbside are here for good. That hybrid approach lets people research when they want, but pick up their goods when it works for them. Not too shabby if you ask me.
The Tech Backbone: Powering Great Omnichannel Experiences
This all comes together thanks to robust technology. With Cova’s POS, every sale - online or in-store - flows through the same system, syncing data instantly. Scan inventory, track sales patterns, personalize promotions, and make sure you’re always compliant - it’s all right there:
- Real-time data syncs across every channel, so what your website shows is what you actually have
- Automated reporting for compliance and smarter business moves
- Loyalty and segmentation tools to keep regulars happy and coming back
- User-friendly payments like Cova Pay so you never miss a sale because of awkward checkout flows
Digging into the data reveals which products pop online versus which need more hands-on explanation. Find those sweet spots, and you stop guessing - start winning.
Why Experience = Loyalty in Cannabis Retail
While price and product selection still matter, most cannabis customers stick around for one reason: how you make them feel. Vetrina Group - and yep, our own numbers - show that today’s cannabis shoppers keep returning where they feel understood and appreciated. Consider beefing up personalization with a dispensary CRM. Automate those little touches that make big impressions.
- Stay nimble and adapt to changing shopper habits
- Let people jump between browsing online and buying in-person without friction
- Surprise your regulars with loyalty perks, special promos, or exclusive events
The Real (and Manageable) Challenges of Omnichannel
No one’s pretending the switch to omnichannel is all smooth sailing. Here’s what usually trips folks up:
- Investing in tools that connect all the dots (data sync, automation, analytics)
- Training your whole crew to be comfy both on the floor and behind the screen
- Picking tech that keeps you 100% compliant, from purchase to inventory to marketing
- Making sure your software and systems can actually handle rushes and high-traffic days without crashing
As Retail Technology Innovation Hub points out, understanding which customers prefer what (and when) helps you target your tools and resources for the biggest impact.
Best Practices for Omnichannel Cannabis Dispensaries
- Invest in a retail tech stack that flexes with you - explore Cova’s Cannabis POS solutions
- Keep inventory numbers synced in real time - your customers will thank you
- Pilot plug-and-play eCommerce that’s built for cannabis compliance. Peek at how Cova eCommerce makes this simple
- Offer digital menus, feature product reviews, and handpick content to help customers help themselves
- Lean into dashboards and central reporting to track what works (and what doesn’t)
- Tie in third-party add-ons for delivery, loyalty, and marketing magic
If this is your first crack at omnichannel, you don’t have to go it alone. Dive into Cova’s resource hub for guides and templates built just for operators like you.
FAQ: Omnichannel Cannabis Retail
- Is online ordering taking over from shopping in-store?
Not at all! Most people bounce back and forth, starting online, then craving in-person advice. Omnichannel means you never force them to pick just one route. - What kind of tech do I really need?
You’ll want an integrated POS (like Cova POS), a compliant eCommerce shop, inventory sync, loyalty features, analytics, and easy payments - all tuned for cannabis. - How do I keep things compliant with so many sales channels?
Invest in cannabis-specific software that bakes compliance in - check out our compliance hub for how we do it. - If I go digital, can I cut back on customer service?
No way. The magic is mixing tech convenience with human expertise. Customers want both, and your team is your best asset.
Conclusion: Winning with Omnichannel Flexibility and Trust
Cannabis shoppers don’t want to pick between online ordering and in-store visits - they want both, and they expect you to offer a smooth experience at every step. Building a strong omnichannel strategy makes your business nimble, builds deep loyalty, and helps you stay ahead in a wild, fast-moving market. Ready to see how Cova can help you take the next step? Book a demo today and discover how our tools grow with you - helping you serve your customers (and let’s be real, your bottom line) even better. Your story is just getting started.