Simon Devlin is an Australian entrepreneur who has ingeniously merged offline and online strategies in his cigar business, creating a luxurious membership-based community. He shares his journey from a small shop to an exclusive experience with tiered memberships and private lounges. Simon discusses the importance of crafting a strong customer return path and how hiring for the 'service gene' helps deliver exceptional experiences. His innovative pricing and engagement strategies foster customer loyalty, highlighting the significance of personal connections and unique offerings.