(Note: If you are interested in human marketing don’t miss The Human Marketing Manifesto!)
It was thrilling this week to catch Amazon’s Werner Vogel at Gartner Symposium. Amazon’s vision is matched only by their ability to execute on their vision. While I cannot be sure Amazon is using WebRTC for their new Mayday service app, the use case certainly matches the innovation WebRTC makes possible.
Last month Amazon announced Mayday – tech support for Kindle Fire HDX. Run into a question, and you can instantly tap to engage with a live human support tech. Your new best friend can see what’s on your screen – but can’t see you.
And your new best friend can watch what you’re doing online, annotate the screen, tap through the interface and solve your problem in real time.
Jeff Bezos (Amazon’s CEO) said it’s “actually very similar to having someone standing next to you.”
What a stunning example of “human marketing” – marketing is not only about the first sale, but is ultimately about establishing a lifelong relationship of trust and collective innovation.
Dean Bubley has an excellent post on his disruptive wireless blog.
I am following Amazon’s push into the enterprise. They are moving up the value chain from the cloud onto the device, and into business apps and Mayday – a very different kind of “human help desk.”
Continue on to The Human Marketing Manifesto.