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Whether you’re a sole trader or larger business, customer service is a big deal. It's so important, in fact, that 75% of customers say customer experience is an important factor in their decision to buy – just behind price and quality. 

For two decades, I committed myself to three professional coffee dates a week. Doing so helped me build a global communications brand, and more recently led me to create Powerful Steps, a leadership platform that empowers, inspires and encourages people to step into their power.