I had our client services reps (who deal with prospects) and our customer support team read Designing Intranets, because the principles of the book fall in line with our core values. I had hoped that one day James’ advice would help one of our customers.
Here is a transcript of how a little bit of coaching with front line staff can boost your business and help a customer. It’s going the extra mile, and the great feeling you get when you can make a difference.



