The last mile describes the final leg of a telecommunications network. It’s the part that actually reaches the end customer. It’s often the most difficult and uncontrollable link in the network. This is where most of the bottlenecks occur. The simplest of networking processes can be complicated by the wiring and equipment in the customer’s home.
Telecommunication networks exist to serve end customers. Without the end customer, there’d be no one to pay the bill, or finance the network’s creation and maintenance. The telecommunication provider has a tremendous amount of control over everything in their network…except the last mile, where the end customer is.
The customer’s experience comes from the last mile. They don’t need to know or understand the engineering and infrastructure that goes into operating the massive network. They don’t care about the traditions and history of the telecommunications provider. They only care about the cost, speed, and ease of use they experience in their home.
The same is true for nearly any business. The last mile drives the story your customers will tell. How much attention are you paying to the last mile?
Encouragement is Personal 
Bob, Couldn’t agree more! We need to always look at our products, services and processes from the eyes of our customers!