When you think of customer experience, do you think of your barber? You should, and in Episode 2 of Speechless: Lessons from the Frontlines of Customer Experience you’ll find out why.
Host Matthew Storm talks with Ben Davis, founder of The Gent’s Place, a luxury barber and business club that has built their business model on creating exceptional customer experiences. Started in Texas, the business has since grown to span across Illinois, Kansas, and Nevada, with new locations coming soon.
Ben shares how his team transforms a simple haircut into something far more powerful: a confidence boost, a sense of belonging, and meaningful conversation. It’s not about perks or gimmicks: it’s about intentional details, the right questions, and a clear “why” behind every interaction.
For CX leaders, this episode is a reminder that loyalty is built on emotion, not just efficiency. When you understand what your customers really value - feeling seen, heard, and cared for - you can design experiences that keep them coming back long after the transaction ends.
You’ll hear:
No matter your industry or company size, these lessons translate. If you want to create meaningful connections and turn everyday interactions into lasting loyalty, this episode is for you.
Listen to Episode 2 now