Last mile — competition focus?
Speed, accuracy, personalization, returns
Service process — customer perspective?
Design for experience, feedback, and convenience
Last mile cost percentage
40–50% of total delivery cost
Moment of Truth
Decisive point for service evaluation
Last mile competition focus
Speed, accuracy, personalization, returns
Process innovation purpose
Enhance experience, gain competitive advantage
Laundry Go innovation
Mobile app, direct pickup, quick delivery
Service process
Flow of activities delivering value
Customer perspective
Design with customer experience as priority
Internal customer
Employees as customers in process steps
Customer-based service management
Focus on key moments in customer journey
Answer 11 questions on Mastering Service Process and Customer Engagement.
1. What best describes last mile competition in service delivery?
2. Why is process innovation especially important in the last mile stage?
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