Did you know that a customer service interaction is four times more likely to drive disloyalty than to drive loyalty? And the disloyal are much more likely to share their unhappiness with other potential customers. How do we mitigate customer disloyalty? By decreasing the effort the customer has to put into dealing with us. (THE EFFORTLESS EXPERIENCE-CONQUERING THE NEW BATTLEGROUND FOR CUSTOMER LOYALTY, Matthew Dixon, Nick Toman and Rick Delisi, 2013) With a certificate as a Customer Experience Professional (CCXP) and more than 25 years of Customer Service Experience, Peg will map your customer’s experience, gather input from front-line employees and those who manage them, and make practical recommendations about how you can make your customer’s experience more effortless, increasing loyalty among your customers and your staff.