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Designing Experiences That Make Customers Stay
Speechless: Lessons From the Frontlines of Customer Experience
What makes someone drive past a dozen other options to return to the same business for nearly a decade? In this episode of Speechless: Lessons from the Frontlines of Customer Experience, host Matthew Storm sits down with Ben Davis, founder of The Gent’s Place, a luxury barber and business club redefining what service really means.
Ben shares how his team turns a simple haircut into something deeper: a confidence boost, a sense of belonging, and meaningful conversation. You’ll hear how intentional details, the right questions, and a clear “why” behind every customer interaction can transform ordinary transactions into lasting loyalty.
Whether you lead a global brand or run a local shop, this conversation will inspire you to think differently about the experience you deliver and the emotions you create.
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