In today’s hyper-connected, AI-enabled world, customers aren’t just leaving your company—they’re leaving loud. And they’re not walking away because of price or product. They’re walking away because of friction-filled experiences, broken processes, billing nightmares, deceptive policies, and customer service that feels more like a punishment than a partnership.
10 Things They Hate About You is a sharp, no-nonsense playbook for executives, CX leaders, and anyone serious about keeping the customers they’ve worked so hard to win. Drawing from more than 30 years of leading global customer experience and operations teams across Fortune 100 companies, Lance W. Gruner takes readers inside the real reasons customers churn and why most businesses don’t see it coming until it’s too late.
