In today’s competitive retail landscape, exceptional customer experience is more important than ever. For product-based businesses, it’s not just about selling products—it’s about creating memorable experiences that keep customers coming back. Simon Whitaker, founder of Master Debonair, shared valuable insights on customer service and brand loyalty in a recent episode of *The Obsessed View* podcast. His approach to customer experience has been a driving force behind the success of his menswear brand, helping to turn first-time buyers into loyal, repeat customers.

Let’s dive into how Simon mastered customer experience and how other businesses can adopt similar strategies to build loyalty and increase profitability.

Personalised service: going above and beyond

One of the standout aspects of Master Debonair is the personalised attention every customer receives. Whether in-store or online, Simon’s team is dedicated to understanding the customer’s needs and offering tailored solutions. In the podcast, Simon shared stories of how his customer service team went above and beyond, from sending personalised outfit recommendations to customers shopping from a tractor, to even delivering suits to clients’ homes when they couldn’t make it to the store.

This level of personalised service creates a connection with customers that is hard to find in larger retail environments. It also sets a high standard that builds trust and brand loyalty. Businesses can emulate this by empowering customer service teams to offer more than just transactional support—encourage them to get to know the customer and anticipate their needs.

Consistency across channels

One of the challenges Simon addressed in the podcast was ensuring that the customer experience remains consistent across both physical and online channels. Master Debonair excels at making customers feel as valued when they shop online as they do in-store. Simon’s customer service team handles live chats, social media messages, and phone calls, offering the same level of care and attention online as they do in person.

For product-based businesses, this consistency is crucial. With more customers shopping online, it’s essential that they receive the same level of support and personalisation they would get in-store. Offering seamless omnichannel experiences can differentiate your business and keep customers coming back, no matter where they choose to shop.

Creating a comfortable and engaging in-store experience

When it comes to in-store shopping, Simon’s goal was simple: make men feel comfortable. In The Obsessed View podcast, he described how the environment at Master Debonair stores is designed to be relaxed and welcoming, with touches like a hidden beer tap and pool tables. This is a far cry from the clinical, high-pressure environments often associated with menswear shopping.

Simon recognised that many men feel anxious or out of place in traditional retail environments, so he created spaces where they could relax, take their time, and feel supported by staff who are more like style consultants than salespeople. For businesses with physical stores, creating a positive atmosphere that aligns with your brand’s ethos can be a game-changer. A comfortable customer is more likely to browse, ask for help, and ultimately make a purchase.

Building relationships, not just transactions

One of the key themes Simon emphasised is that at Master Debonair, it’s all about building relationships, not just making sales. This mindset has helped foster a deep sense of loyalty among customers. His customer service team regularly follows up with clients after purchases, helps them find new looks, and even provides styling tips for upcoming events.

By building relationships with customers, Simon’s team has turned one-time buyers into repeat clients who trust the brand for all their styling needs. This trust is crucial for long-term success in any product-based business. By focusing on relationships over short-term sales, businesses can create a community of loyal customers who are likely to return again and again.

Customer feedback and continuous improvement

Simon shared that he regularly checks in with his team and customers to improve the shopping experience. Whether it’s feedback on the layout of the stores or how the website is functioning, he is constantly looking for ways to make the customer experience better. This proactive approach ensures that Master Debonair remains responsive to the needs of its clientele.

Businesses can implement similar strategies by actively seeking customer feedback and using it to refine and enhance the shopping experience. When customers feel heard and see their feedback put into action, they are more likely to feel a connection to the brand, increasing their loyalty over time.

Providing convenience and flexibility

In The Obsessed View episode, Simon talked about how men often leave things to the last minute—such as shopping for a suit the day before a wedding. Instead of turning these customers away, Simon’s team found ways to accommodate them, even offering quick alterations and sending customers off in their new outfits while leaving their everyday clothes behind to pick up later.

This level of flexibility and convenience makes Master Debonair stand out. Businesses that can find creative ways to offer convenience—whether through flexible shipping options, fast turnaround for custom orders, or convenient return policies—can attract and retain customers who appreciate a hassle-free experience.

Turning great service into brand loyalty

Simon Whitaker’s approach at Master Debonair proves that exceptional customer experience is the foundation of repeat business and brand loyalty. By focusing on personalised service, consistency, creating comfortable environments, and building relationships, product-based businesses can foster strong customer loyalty and drive long-term profitability.

For more insights on customer experience, brand loyalty, and scaling a product-based business, listen to Simon Whitaker’s full interview on The Obsessed View podcast, where he shares his journey and the lessons he’s learned along the way. This episode is proudly sponsored by Constant Contact, providing powerful tools to help businesses drive engagement and growth.