About Lionheart

Lionheart’s mission is to provide their patients and customers with natural, high-quality cannabis products at competitive prices. They strive to provide excellent customer service, and believe that by providing a foundation of quality products and friendly, knowledgeable staff, Lionheart gives strength to the beliefs that a well-run company takes care of its employees and integrates well with local communities. They have cultivations and 9 dispensaries in Montana:

Bozeman: 7th Avenue
Bozeman: Pioneer Way, Four Corners
Billings: Frontage Road
Butte: Monroe Ave
Great Falls: Black Eagle Road
Helena: Prospect Avenue
Kalispell: Business Center Loop
Livingston: Main St
Missoula: Brooks Street

Opened
Locations
Product
Services

2021
Montana
Happy Marketers
Dispensary, Delivery

The Problem

The Montana market went through a unique transition period when they recreationally legalized.

Here’s how it all went down:

The Montana medical market dictated that every patient was assigned a “provider” (dispensary)
Patients could only shop with that provider
Prior to rec, the state “untethered” the patients, allowing them to shop anywhere
When rec went live in January 2022, dispensaries increased prices to manage the spike in demand
The market got turned upside down, as customers tried other options or were enticed by discounts at other stores

The consequences of this were not fully understood until after it happened. Customers were not only able to explore, but they were now shopping for whatever store was cheaper through discounts, sales, or bottom of the barrel pricing strategies.

Suddenly, the war was on to win back as many customers as possible. Lionheart picked the best weapons to ensure victory: elevating customer service, having a diverse selection of the best products in the state, and Happy Marketers to bring those customers back in.

The Solution

David Liberman, GM of Lionheart, worked with the Happy Cabbage team to win back their customers and implement best practices: small segments, strategic messaging, tactical discounts.

Every week, David sent texts to over 1,100 customers, welcoming them back into the store and providing them with a 20% discount to come see what was new. David’s smart, and he knows customer experience.

🛍️ If he can get an old customer to come back, they’ll see how the inventory is curated to include the best products Montana has to offer
📸 They’ll see and use the recently installed photo booth
✍️ They may write their name or draw on the interactive coloring wall
😃 In other words, he’ll win them back with a superior shopping experience and service

Winning art from the Lionheart coloring contest

“

I have a lot of customer service experience, and that’s what matters more than everything else. When you have $200 to spend, you want to go somewhere you know, where they know your name, your preferences, and you’re comfortable.

David Liberman, GM of Lionheart

The Results

Lionheart may have one of the most successful campaigns in Happy Cabbage history. Customers of our tools see a lot of positive ROI, but no ROI number is more dependable, more important, than Recapture.

Recapturing a customer means driving a customer that hasn’t shopped with you in over 90 days back to your store within a week of receiving an SMS or email. Keep that customer, and you’ll achieve the $7,000 LTV per retained customer.

Here are the results of all of Lionheart’s campaigns over the last 6 months (so far):

1,146

Lost customers texted weekly

~40

Customers recaptured weekly

846 Total customers recaptured thus far

Cumulative sales reported from all texts sent:

$153,449

ROI within 24 hours of a text being sent

$789,671

ROI within 1 week of a text being sents

Even more impressive, Lionheart saw their total retail sales crest $12M. For a homegrown Montana retail brand, the importance of this milestone can’t be overstated.

The Lesson

If you want to see similar success to David and Lionheart, follow his playbook:

Differentiate your store, especially focusing on customer experience
Stake your claim anywhere but bottom of the barrel pricing, like in superior product selection
Use text marketing to engage your customers as the people they are, and have fun with it
Use small segments to maximize the effectiveness of your campaigns