In the logistics world, the last mile is the most expensive. It’s where the rubber meets the road. Where people, who are not aware that promises were ever made, break promises. All the planning and strategy is for naught, if those who ‘touch’ the customer last, break the deal.
It’s tough to empathize with the customer experience from the corner office of a high-rise building. You can’t dig a trench, if you are not in the trenches.
The irony? Those that play a critical role in maximizing the quality of the customer experience during the last mile are the lowest paid people in the organization. Yet another example of corporate America getting it backwards…
About Hemant Rustogi