The Real Reason Customers Get Frustrated and Stop Doing Business With You with David Avrin

How to Become Ridiculously Easy to Do Business with David Avrin Why do customers leave—even when they say they’re satisfied? Here’s the uncomfortable truth: satisfaction isn’t loyalty. And in today’s marketplace, frustration isn’t a surprise anymore… it’s expected. In this episode of Experience Leadership, I sit down with globally recognized customer experience expert David Avrin, author of Ridiculously Easy to Do Business With, to tackle one of the biggest and most expensive problems organizations face: built-in friction. Policies. Procedures. Silos. “That’s just how we do it.” All of it adds up to customer frustration—and your customers are reacting. David shares powerful research from 2026, revealing that when customers encounter friction, only 14% do nothing. The other 86% take action—and most of that action hurts your business. They leave. They tell others. They disengage. We unpack:  • Why customer satisfaction is no longer a reliable predictor of loyalty  • Why customers now give only one or two chances  • Why your most dangerous customers rarely complain  • And how to use behavioural research to predict what frustrated customers will actually do If you want to attract, retain, and protect your customers in a market where switching is easy and patience is thin, this conversation is your wake-up call. 🚨 Get David's 2026 Report here 👉🏼 https://www.ridiculouslyeasy.com/report About David One of the most in-demand Customer Experience speakers and consultants in the world today, David Avrin, CSP, Global Speaking Fellow, has shared his content-rich, entertaining and actionable presentations with enthusiastic audiences across North America and in over 30 countries around the world. David helps organizations better understand and connect with their changing customers and clients to help future-proof their businesses.  David's insights have been featured on thousands of media outlets around the world. He is also the author of seven books, including the acclaimed: It's Not Who You Know, It's Who Knows You!, Why Customers Leave (and How to Win Them Back), The Morning Huddle, and his newest book, Ridiculously Easy to Do Business With.  Connect with David ridiculouslyeasy.com https://www.instagram.com/therealdavidavrin https://www.youtube.com/channel/UCtH4DdaOhbturnA9OI80kPw https://www.facebook.com/DavidAvrinFans https://www.linkedin.com/in/davidavrin/ ----more----About Your Host, Marc Haine Need to brainstorm aspects of your business or talk to Marc about speaking at your upcoming conference or staff retreat? Book your complimentary 30-minute brainstorm with Marc. Schedule a time that works for you on Marc's online calendar. Get your copy of Lights! Camera! Action! Business Operational Excellence Through the Lens of Live Theatre on Amazon: https://amzn.to/2PFj8a2 or directly from the publisher Author, Speaker, Facilitator and Coach Marc Haine will help your teams ignite their passions. Working with him, you can support your leaders to recentre their focus and drive continuous improvement through connected and engaged employees. You will realize your competitive advantage with a connected purpose and consistent customer experience across your brand. Tap into Marc’s 35 years of operational excellence experience and imagine a world in which the majority of us put more love and care in being of service. Tap into Marc’s 35 years of operational excellence experience and imagine a world in which the majority of us put more love and care in being of service. Dare to be the exception™ Connect with Marc +1 (780) 729-4932  🗓️  https://meetwith.marchaine.com [email protected] http://MarcHaine.com IG: https://www.instagram.com/marcjlhaine FB: https://www.facebook.com/MasterofExperiences IN: https://instagram.com/MarcJLHaine TW: https://twitter.com/MarcHaine2 LI: https://www.linkedin.com/in/marchaine/ YT: https://www.MarcHaineLive.com Looking for more quality content? Check out Marc's catalogue of video and audio podcasts here.