How to Attract More Repeat Customers to Your Vape Store & Build Lasting Loyalty

Let's be real – running a successful vape store is no walk in the park. Sure, stocking the hottest mods and offering a wide variety of e-liquids helps bring customers in, but there's more to the mix if you want them coming back for more.

If you’re running a vape store and wondering how to attract repeat vape store customers, you’ve come to the right place.

First, let’s quickly touch on why retaining vape store customers is so important.

Establishing a solid base of loyal vape store customers is essential for boosting your bottom line, enhancing your reputation, and thriving in today’s competitive landscape. Loyal customers become advocates, amplifying positive word-of-mouth marketing.

Furthermore, having a steady stream of regulars creates a sense of community and familiarity that makes your vape store a special place. But here's the golden question: how do you make sure there's a constant flow of vapers, cloud chasers, and flavor enthusiasts making a beeline for your store?

In this article, we’ll take a look at some vape store customer retention strategies proven to attract and retain repeat customers, fostering a thriving business.

1. Focus on Stellar Customer Service

Creating memorable customer experiences and delivering exceptional, consistent customer service is integral to any successful business, and vape stores are no exception. To win more repeat customers, your store needs to focus on creating high-quality and reliable customer service.

As a vape store seeking to attract repeat customers, this means going above and beyond to ensure your customers are satisfied and valued.

Small touches like offering a free sample of a new e-liquid or providing personalized recommendations can leave a lasting impression.

For example, offer a sample of a new flavor profile on a Saturday afternoon to entice customers and keep them coming back for more.

Or, use your in-store displays to showcase trending products and provide helpful information about different vaping styles.

Small touches like these boost customer satisfaction in subtle ways, which over time will boost retention and keep your vape store front-of-mind.

2. Hire Passionate Staff to Make Your Customers Happy

Hiring passionate staff who can engage with customers is essential to any vape store customer retention strategy, as well as creating a welcoming atmosphere – so it really does pay off to employ the right people who’ll be ambassadors for your store.

Emphasize the importance of remembering your regular customers’ names and preferences to your staff. This personal touch makes people feel valued and keeps them coming back.

Another great way to attract more repeat customers in your vape store is to challenge your staff to suggest new products based on a customer's previous purchases or interests. 

Even something like offering a personalized build suggestion or coil-building tutorial can enhance a customer’s experience and foster a sense of loyalty.

Also, if you have a loyalty program, ensure that your staff are trained on how it works (as staff advocacy is the best way to get customers on the program). If you don’t yet have a loyalty program, this leads us to our next point…

3. Introduce a Vape Store Loyalty Program

Considering that acquiring a new customer costs around five times more than retaining an existing one, it’s safe to say that focusing on building customer loyalty literally pays off!

Studies have found that increasing customer retention by as little as 5% can increase business profitability by as much as 90%. So, when it comes to keeping your customers engaged and ensuring that your vape store is front of mind, a customer loyalty program can go a long way.

A punch card loyalty program is a straightforward and highly effective way for vape stores to encourage repeat business. The concept is incredibly easy for customers to understand and simple for stores to operate.

Everyone is familiar with the punch card concept, regardless of age or technological familiarity. It's a universal loyalty approach.

Traditionally, customers collect stamps or punches on a physical card for each purchase or visit. Once they collect a certain number of stamps, they earn a reward.

However, there are now loyalty apps like Stamp Me that allow businesses to combine the familiarity of the traditional punch card system with the convenience and benefits of digital technology.

Benefits of using a Punch Card App for Vape Store Loyalty Programs:

• Convenience: Customers don't need to carry a physical card. They can simply use their smartphones to track their progress and earn rewards.
• Always Accessible: Customers are less likely to forget or lose a digital punch card since it's stored on their phones. This keeps them engaged in the loyalty program and your store.
• Real-Time Tracking: Both customers and staff can track progress in real-time. This transparency creates a sense of trust and attracts repeat vape store customers. 
• Notifications: Apps like Stamp Me can send notifications to promote special offers, or to automatically reengage them when they haven’t stamped in a while, which prompts repeat visits. ‍
• Data Insights: Digital systems provide stores with data on customer information and behavior. ‍
• Gamification: Digital punch card apps can incorporate gamified elements to make earning rewards more engaging. For example, with Stamp Me, you can run scratch & win campaigns.‍
• Cost Efficiency & Easy Maintenance: While there’s an initial cost, digital punch card apps can save money in the long term by eliminating physical cards and administrative tasks. Moreover, adjusting rewards, tracking progress, and modifying the program parameters can be managed efficiently within the app’s interface. ‍
• Wider Reach & Sustainability: Punch card apps appeal to tech-savvy customers, especially millennials and younger generations familiar with digital interactions. Simultaneously, they contribute to sustainability efforts by reducing paper waste. ‍
• Integration: These apps can be integrated with other marketing and loyalty initiatives (like email platforms), enhancing the overall customer engagement strategy.

Vape Store Loyalty Program Case Study:

‍See how Exotic Za has been using Stamp Me to reward its customers and encourage repeat visits. 

‍4. Engage on Social Media

‍Connecting through social media is essential for any business – this is a customer retention strategy that you shouldn’t overlook. Showcasing new products, highlighting customer testimonials, or sharing informative content about vaping is a great way to attract new customers and engage with your current ones.

Platforms like Instagram and TikTok are ideal for vape store content, as you can promote your business with hashtags, trending sounds, and engaging visuals.

By establishing your presence on social media, vape stores can directly interact with customers and provide updates, promote new products, and announce special offers. Social media is also a powerful way for customers to connect directly with businesses, without needing to send an email or pick up the phone.

In addition to providing store updates and increasing accessibility, social media also provides a unique opportunity for vape stores to build a sense of community which can help to attract repeat customers.

5. Keep Operating Hours Consistent

Nothing frustrates a customer more than finding your store closed when your online hours indicate otherwise. If your vape store is interested in building a repeat, loyal customer base, then you need to be consistent with your trading hours and ensure that any changes are well-documented ahead of time on your website and your Google business listing.  

In fact, studies indicate that more than 76% of customers will check online before visiting a physical location, so it’s essential to keep your business’ contact details up to date.  

6. Offer Special Events and Promotions

Balancing work, family, and social life means many cherish their downtime. Vape stores can become community hubs where people connect and explore new products. That’s why it’s important to offer special events and promotions.

Host "cloud competitions," product demos, or educational workshops to create unique experiences for your customers.

Introducing themed days, such as for new product releases or industry events, can give customers a unique experience. These will create a point of difference for your store and attract repeat vape customers.

All in all, if customers have exciting reasons to visit your store, they’ll visit more often.‍

7. Collaborate with Local Businesses

Partnering with local businesses is a win-win for vape stores! Not only does it help to support the community and foster a sense of camaraderie, but it also has the potential to bring in a whole new pool of customers.

Imagine partnering with a local e-liquid manufacturer and offering a discount on a bottle of juice with the purchase of a new device. Or team up with a local head shop and offer a joint promotion to attract customers interested in both vaping and alternative products.  

The possibilities are endless, and the benefits are clear: more repeat customers and a stronger connection to the community. So don't be afraid to reach out to those local businesses and see what kind of partnerships they are open to - it's sure to be a success. ‍  

8. Encourage and Act on Feedback

When it comes to getting feedback in the form of online reviews or even face-to-face, business owners can either get defensive or they can take the time to understand the root of the feedback to make changes and improvements to strengthen business in the long term.  

By encouraging feedback from your customers, you're showing that you value their opinions, making them feel seen and heard. This is an important way to attract repeat vape store customers, as 77% of consumers view businesses more favorably if they seek out and apply customer feedback.

You can encourage customer feedback on a range of topics, such as your loyalty program, product selection, customer service, or general suggestions for improvement.

A loyalty program is a great way to gain feedback from your customers, as you can incentivize them with rewards for responding to your surveys or leaving a review, which in turn helps attract repeat vape store customers.

9. Diversify Your Product Range

While popular devices and e-liquids are essential, it’s also important for your vape store to introduce new products and accessories to set you apart from the competition. This is a great customer retention strategy, as it also allows you to get creative with your business.

If you want to win more repeat customers, consider introducing new brands, stocking a variety of coils and accessories, and offering products that cater to different vaping styles (like pod systems, mods, and disposables).

Enhance the customer journey by offering personalized recommendations and showcasing the latest trends in the vaping industry.

Broadening your product range also shows your customers that you’re keeping up with trends and taking an active interest in what items would appeal to and attract repeat customers.

With a diverse product range and regular updates, your vape store can appeal to a wider range of customers and radically increase your bottom line, attracting repeat customers in the process.

Conclusion

In conclusion, attracting repeat vape store customers is possible through several key elements. By prioritizing exceptional service, fostering community ties, and continuously innovating your offerings, you’ll ensure your store is everyone’s go-to. After all, success lies in consistent effort, creativity, and genuine connection.