That search led him to 16 Handles, a New York-based froyo brand he frequented as a customer. After taking over as CEO and reimagining 16 Handles for a new generation, Hershman's advice to entrepreneurs is simple but powerful:Obsess over the customer experience. Build customer loyalty at every turn. Reading and responding to customer feedback lets customers know their voices are heard. Reading and responding to customer feedback lets customers know their voices are heard.