Yesterday I wrote about The Failure of the Last Mile, and some of my friends were nice enough to send me examples they thought of. If you can think of any, add yours as a comment.
Companies put you on hold
“Cellphone companies, banks, DSL providers, spend a ton of money on marketing but then put you on hold for 1/2 hour for the simplest customer service. Amazon is the only company that seems to get this part consistently right.”
Yahoo wastes its real estate
“Another example – Yahoo! spent tons of effort on Internet search and then throws it away at the last mile by running too many ads above their search results, relative to Google.”
Sound systems don’t work and so you are sad
“Going to hear a wonderful, amazing, famous speaker, and the sound system/ microphones doesn’t work properly.”
Reservations should save you time
“Reservations: Why make a reservation for anything when you still have to wait once you arrive? For example, restaurants, airline flights (overbooked), apointments for your car to be serviced.”
Rain plans are key
“Not having a “plan B” if the weather doesn’t do what you want it to.”
Newspaper never optimizes distribution
From a journalist friend: “For my paper, what has always struck me is that we have an entire circulation department spending a lot of time and money trying to get people to buy and read the paper, to the point of sending out thousands of free copies as samples. Those postage fees mount up. Ironically, we don’t bother to fill up our streetside boxes which also act as billboards for the paper, and we haven’t increased the number of curbside drop boxes we own, which means that when people call up and ask where they can find the paper, the answer is literally “nowhere, it isn’t available to anyone who isn’t already a subscriber.”
Stupid newspaper also cuts off own circulation
“Also (you’ve got me going now), we have been repeatedly told that we must get on this “web thing” and yet company policy is to charge anyone who links to our articles. We are charging for free publicity. We are charging people who are pointing others to our site. Even worse, we are charging them $5, which is such a feeble amount it is an insult to buyer and seller.”
Investment banker gets reamed for small mistake
“How about an investment banking example. I spent an entire week and an all nighter working on a pitch to a client. Tons of valuation work, tweaking powerpoint slides, etc. When final books were printed, everyone saw on the front of the presentation that I misspelled the name of the client on the front page. And then I proceeded to get railed by my superiors.”
Any examples? Add a comment here.
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