What do Customer Icebergs hide? What's HIDDEN? Loss of the most effective and loyal employee. Dissatisfied and lost customers turn into Customer Icebergs and hide practically all the cost of customer dissatisfaction. When you lose customers, you lose no-cost-to-the-company employees. Customers are in reality your employees as they work for you in sales, advertising, R&D and even operations. Customer Icebergs hide this fact from you.