Customer experience is at the heart of any business. Weather it is an online store or a brick and mortar store the customers experience is one of the main cornerstone of a business’s success. With many people making their purchasing decisions off customer service reviews, you could simply increase your sales by focusing on customer care. Jeff LaPenna shares some simple ways you can increase your customers satisfaction through digital signage, branding and Omnichannel.
Video Transcription
Harry Brelsford
Hey 420 MSP back with our influencer podcast. We’re working down the alphabet, we’re with Jeff LaPenna over at The Peak Beyond how’re you doing?
Jeff LaPenna
I’m doing great, thank you.
Harry Brelsford
Great well, so I’ll tell you what, let’s just take it from the top, I’m looking at your page, what? What’s your line of work? What do you guys do? What’s your background?
Jeff LaPenna
Yeah, um, I come from an interactive media and, you know, really kind of film in video production background. in that field, I got into some kind of branding and marketing campaigns, and then eventually digital signage. And all of that kind of evolved into what we’re doing now at the peak beyond. And we make interactive and omni channel marketing and shopping solutions for cannabis brands and dispensaries. And so what that looks like on is we, when we work with dispensaries, specifically, we install interactive shopping displays that allow customers to pick up a product in order to trigger trigger digital information on a shopping station. And so they’re interacting with products, which are now brought out from behind the counter, where customers can actually you know, experience the brand’s packaging. And as they’re walking around and shopping, in ways that are more familiar to them on, you know, in, like in other retail settings, they’re able to add products to a digital cart, and then submit those products, submit that order, go pay at the register, pick up their items and head out. So um, really innovative kind of interesting and engaging shopping solutions for the cannabis industry.
Harry Brelsford
That that is now are there any compliance issues with that? I mean, I’m tracking what you’re saying. But but you know, compliance is king.
Jeff LaPenna
Yeah. So we we, when we have product out on the floor, we’re using empty packaging. So there’s not actually live product in states where you know, you’re not allowed to have live products on the floor. A lot of our dispensaries in California, however, are using, you know, Bud jars that have flour in them so that when a customer picks up a jar to smell it, that’s what’s triggering the shopping information in front of them.
Harry Brelsford
Interesting. And then a last question on the business front that I want to talk about you individually as an influencer. But it looks like data as a service. Tell me what I’m seeing up on your screen. Yeah,
Jeff LaPenna
absolutely. So I’m in the cannabis industry. Right now there is a whole lot of transactional data, we know what people are buying. But we’re missing a big part of the picture when it comes to in store shopping behavior. So because we are in a lot of ways digitizing these otherwise, analog dispensaries, we’re adding new touch points for the consumer to interact with while they’re in the store. And we’re able to then collect that information on which is all anonymous and shared that with a dispensary or the brand so that they get a much clearer picture of how people are actually shopping when they’re in the store. And then when we pair that with the transactional data now we’re getting a really complete picture of the cannabis consumer.
Harry Brelsford
Yeah, yeah, I love it. No, it’s getting sophisticated. Alright, lightning around, name one or two blogs or magazines you read in the industry as an influencer?
Jeff LaPenna
Well, you know, kind of in broader retail mckinsey.com is a great resource for kind of way that, um, you know, tech is influencing retail. So that’s a major one for me. And then, you know, CB Insights is another retail kind of blog that I pay attention to.
Harry Brelsford
Yeah, yeah. A recent events you’ve gone to or planned to go to?
Jeff LaPenna
Well, I mean, we all just got back from MJ biz and jam packed. Yeah, it was my first time attending and MGM packed. I think it was maybe their first time throwing us your first show. Yeah, it was. It was great. You know, it’s a much different experience than MJ biz, but I had a great time. All right,
Harry Brelsford
that sounds good. Well, thanks for your time. And again, congratulations on behalf of marijuana venture magazine and the 420 MSP I can’t talk. But uh, congratulations and stay in touch.
Jeff LaPenna
Thanks so much for having me. All right.
