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Friday, August 24

Last Mile Stories

These days many agency conversations are about the last mile...Many theories, some obvious stuff power-pointed as 'gyan' by last mile experts and lots of CRM and technology...

But in the end last mile in retail is left to the store managers, the sales staff, the durbaan and the stink-quotient of the store loo:-)

Some last mile experiences I had in the last one month.The first was this message in the loo of a home decorations store in Andheri...A small detail but it lifted the last mile score(LMS)to near 100!!Next was this 'saunf' and 'chat-pati goli' tray at Papa Panchos. After an otherwise very ordinary lunch, I was willing to give an LMS of 70! As a culture, I have experienced Indians to be quite forgiving whenever bad service meets genuinine apology.(Lesson- you can get away with bad food, as long as the saunf/ pan/ meethi goli is great!!)And this was an LCD screen at a bar in Singapore(Pink Elephant or some such name...) which kept on displaying sexually loaded jokes( some good, some PJs)a brilliant idea but since the number of looped jokes were limited, it became a blind spot and an irritant after some time. LMS = 35!!

Mental note: Keep collecting these last mile samples...Will come handy one day:-)
Anyone, any last mile experience to share??

1 comment:

Kapil said...

Here is an experience for a hotel in Bangkok. They had this in their toilets. Read the newspaper while you pee!