Taking the Last Mile to Heart

The "Last Mile” is a phrase used in the telecommunications and technology industries to describe the final piece of the communication journey that connects the network to the end-user or customer. In more jargon-y tech circles, it’s often referred to as the “last-mile problem,” because the end link to consumer is too often disproportionately expensive or difficult to achieve. Even compared to the costs associated with rolling out broadband wire and hardware across the globe, last-mile connections have been plagued with technological issues, infrastructure barriers, and high costs.

It’s so beguiling that there are many publicly traded companies focused exclusively on the “challenge” of facilitating this precarious one-on-one connection. Pursuit of this delicate alignment extends to transportation logistics, as well. From traditional heavy goods shipments to e-commerce-driven home deliveries, the last mile plays a critical role in the supply chain. It’s the ultimate destination – the final frontier. Get it wrong, and you risk customer alienation. Get it right, and you create a meaningful, high-value, and potentially lasting relationship.

That’s the connection. My wheels are turning—thinking about that ever-so-bumpy road that often characterizes “the last mile” in our most intimate relationships. A metaphor is born. You know the adage that those closest to us have the power to hurt us the most deeply. Well, here we go. (Read more.)