Amazon's Not So Secret Weapon: Mayday

Amazon’s new Mayday service, which rolled out in the last few weeks with heavy advertising promotion, sets a new standard for real-time, deep customer experience management. The next logical step may be sales enablement – going from troubleshooting to helping a buyer find the right product at the right price…right now.

In a nutshell, Mayday is 24-hour a day live onscreen customer support service for owners of a Kindle Fire – press a button and you’re speaking face to face with someone who can help you immediately..

And that’s a powerful strategy brands of all kinds should explore – making the digital experience more human, more immediate and more effective in one stroke.

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