The very fine “I Will Teach You to Be Rich” blog has a good entry today on “The Failure of the Last Mile.” The post relates to how companies will spend millions on high-falutin back-end systems, only to have their front desk manned by a surly micro-despot with the compassion and intellect of a pebble.
Check it out: The Failure of the Last Mile [I Will Teach You To Be Rich]
(Of course, one of the best ways to become rich is to namedrop a well-trafficked blog in one of your posts and then tell them about it. Intangibly rich, that is.)
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Nice buzzword,”the Last Mile”, although the inability of companies, my own included, to invest in decent customer service is a pretty long-running complaint. I seem to remember an article from I forget where comparing sprint customer service (bad) and sprint 411 (good, although it might have changed since then). I’m always sceptical of these phrases – “the Long Tail! It’s like it was with mail order, only using computers!” Still the post is very clear.