How Neil Hershman Turned Customer Insights into a Successful CEO Journey

A Journey from Enthusiasm to Leadership: The Story of Neil Hershman

Neil Hershman’s rise from a loyal customer of 16 Handles to the CEO of the flourishing frozen yogurt chain is a prime example of how passion and market insights can pave the way for success. Fresh from an unsatisfying career in finance, he sought a new direction, landing at the very dessert place he loved. With an astute understanding of what customers wanted—growing from a budget conscious consumer to a hands-on franchisee—Hershman learned the business from the ground up.

Transforming Challenges into Opportunities

As the pandemic reshaped various industries, many entrepreneurs feared losing their businesses. However, Hershman saw this as an opportunity to expand, leveraging lower retail lease prices in New York City. His strategic growth vision led to an incredible expansion of 16 Handles from 30 to over 150 locations during one of the most challenging times for small businesses, illustrating a bold entrepreneurial spirit and the ability to adapt to market shifts.

Flavor Innovations That Connect with Culture

The secret sauce to Hershman’s success lies not only in expanding locations but also in understanding market trends. By introducing products that resonate with pop culture—like Harry Potter-inspired flavors—Hershman has managed to amplify brand engagement while driving impressive sales growth. His firsthand customer experiences allow him to remain connected with audience preferences, fostering a brand atmosphere that feels both modern and nostalgic.

Building a Strong Brand Through Teamwork

Hershman’s leadership style emphasizes the value of trusting and leveraging the expertise of his team. By hiring former franchisees who understand the brand intimately, he brings a wealth of experience to the table. This strategy not only enhances the quality of service but also builds loyalty among employees, fostering a community that aligns with the company's values and customer expectations.

Emphasizing Consistency and Innovation

The essence of Hershman’s approach lies in the marriage of consistency and innovation. He recognizes that while exciting new flavors can attract customers, it is the reliability and quality of the brand that holds them. Hershman shows that understanding customer needs and creating a supportive team can drive a brand to unprecedented heights, evident by a reported 30-40% sales increase on flavor launches.

Neil Hershman’s journey emphasizes valuable lessons for aspiring entrepreneurs: capitalizing on personal experience, embracing market opportunities, and fostering a collaborative work environment are key to creating a successful business. Those aiming to venture into entrepreneurship would do well to adopt similar principles when navigating their own path.