I was at CES show a couple of weeks ago. The show was fascinating by all counts and in some ways it was overwhelming. The article is not about the show but I want to make a point based on a few incidents in and around the show.
First, at the show:
I visited many booths – domestic and international and was super impressed by what was in store. At one of the booths, a company from South Korea had an interesting technology that intrigued me. I wanted to learn more but unfortunately nobody there understood what I was asking. If they only had someone who was able to converse (the last mile) they would have gotten a lot out of the show.
Next, at the hotel:
Hari (founder and CEO of Jiffle) and I were staying at Excalibur and were checking out from the hotel at 5am. Hari decided to use the checkout option on the hotel TV. It took us through a series of steps and finally gave us a message that you can make use of “express checkout” on TV only between 6am to 11am.
lastly, at the check in counter at JetBlue:
We were early at the airport and the counter was not open. But the automated check-in option at the terminal was open. Hari and I were wondering how could the logistics work as we do need someone to pick up our bags after we complete the checkin procedures. But we wanted to go ahead and try it anyway.
The system took all our information and in the last screen printed a “Oops” ticket and asked us to take it to the counter and give it to an agent. Remember that the counter was not open.
No race is complete without running the last mile.
A time for you to revisit your own actions. The question to ask is:
Are you sure your helping your customers in the last mile?
Have a great day.