From Seattle’s well-known corporate behemoths—Boeing, Microsoft, Amazon, Starbucks, Nordstrom, Costco—to its less-obvious innovators, like Nirvana and Dale Chihuly, a new permanent exhibition funded by Jeff Bezos explores the idea that innovation is a key part of the city’s identity. The Bezos Center for Innovation at Seattle’s Museum of History and Industry features 5,000 square feet of exhibits which tell a story of science, design, and technology through a sense of place.
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What happens when it’s easier to call tech support than to Google your problem? Amazon might discover the costly answer to that question depending on how much the owners of its new Kindle Fire HDX tablets use its Mayday on-demand video customer support feature. And whether they behave themselves.
Mayday is available at the tap of a button in the Kindle HDX’s Quick Settings menu. 24 hours a day, year round, it pops up a little video window on-screen showing a support agent. They can’t see you but can hear you, talk to you, draw on your screen to guide you, and even take control of your screen to help you out.
As Farhad Manjoo notes, Mayday might not be able to solve one of the most common types of tech problems: broken Internet. That won’t stop it from answering plenty of other queries from the old, young, and frequently confused. You can watch videos of Mayday in action here.
If Amazon can scale Mayday it would be amazing. Both in the sense that it would make many people’s lives with technology easier, and it would be a remarkable logistics feat. It could become an industry benchmark for premier service. I’d love to see this succeed.
Today, most companies put lots of support info online, but if you want handholding from a human, you have to work for it.
Look at Apple’s Genius Bars. You have to make an appointment, trek out to a retail store, and show up on time. That erects a barrier to use while giving people an option when they really need assistance.
With phone based customer support, you have to look up the number, wade through phone menus, wait on hold, and then explain what you’re looking at to a support agent that is essentially flying blind.
All this friction sucks. So why does it exist? It’s cost-effective.
Having tons of support people available on-demand straight from your device would be awesome…and could be very expensive for Amazon. Mayday could become a big selling point for the device and save the company from losing money to returns, thereby paying for itself. But it’s a gamble on whether people will bash that button too often.
The question is how much Amazon will have to compromise on its vision. The company has told reporters it wants Mayday to let you get support within 15 seconds at any time, even on a busy Christmas morning, and have no limit on how often you can call for help. Amazon CEO Jeff Bezos went to bat for Mayday, telling TechCrunch that it functions similar to the company’s other call centers. He seemed confident Amazon could pull it off. After all, it’s managed quite a few miracles in ecommerce scaling.
Still, it may need to include fine print that it can suspend Mayday service for abuse. If you Mayday because you’re lonely, or want to show someone your cat photos, it might need to cut you off. If you try to show the representative porn through the screenshare or verbally terrorize them, it might need to ban you for life. But what if you’re just really lazy and call in every day with semi-legitimate questions? Amazon will need to determine where to draw the line.
Maybe the fundamental challenges of scaling Mayday signals Amazon doesn’t have a massive amount of active Kindle users today, as Benedict Evans wonders. Amazon is notoriously secretive about Kindle sales and engagement numbers, so we don’t know what level of HDX devices it might sell and have to support.
But if anyone can figure out how to make this all work and save us from support call menu hell, it’s probably Bezos. Turning cost-prohibitive fantasies into margin-less realities is his specialty. And if the problem isn’t the volume of Mayday requests per customer but the total thanks to high Kindle HDX sales, things could be worse. Just ask the Microsoft Surface.
Another week, another photoshop contest. And what will you be manipulating for the sake of Art this time? Why, none other than Mr. Amazon-Blue-Origin-Washington–Post himself. And lucky for you, last night’s new Kindles
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Amazon CEO Jeff Bezos is probably the defining salesman of our time. But in a sit-down with a small group of journalists yesterday that was ostensibly about new Kindle hardware
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It’s no surprise, of course, that the Kindle Fire HDX was the thing Amazon wanted to shout about from the Seattle mountaintops today. But Jeff Bezos had another little surprise up his impeccably tailored sleeves — a surprise that makes the $229 HDX look downright extravagant. A warm (if decidedly overcast) Pacific Northwest welcome to the new Fire HD. Well, “new” is perhaps not entirely accurate. This Kindle shares a lot with its predecessor, though there are some notable changes. Namely, the body. See, if we’re strictly talking form factor here, this guy is a dead ringer for the 7-inch HDX. Inside, however, you’ll find last-gen processing power: a 1.5GHz dual-core processor, and on the front, the same old 1,280 x 800 display. Still, not too shabby for $139 — that’s $60 less than the last version cost moments before this post went up.
That price also gets you access to Fire OS 3.0, aka “Mojito,” Amazon’s latest sugary rum of an operating system. Naturally, some of the new features just won’t work on this hardware — things like Mayday, which requires a microphone for use. Like the HDX, this slate plays nicely with those neat new Origami covers. You can pre-order one right this second, but you’ll have to hang on until October 2nd before it actually starts shipping.
Philip Palermo contributed to this report.%Gallery-slideshow90901%
Source: Amazon
“Today, we’re going to show you the third leg of our device business strategy,” Jeff Bezos begins. His audience is modest: four people sitting around a table in an Amazon conference room. It’s a far cry from the Santa Monica airplane hangar his company rented out for last year’s event. Bezos picks up a dry erase marker and begins breaking down the first two parts, elements the company has focused on since it first began building Kindles. “One,” he says, narrating the words as he goes along, like an enthusiastic high school teacher, “premium products at non-premium prices. Two: make money when people use our devices, not when they buy our devices.”
“We sell our hardware and roughly break even and then when they use the devices and buy content,” he adds. “Our point of view is that this is more aligned with the customer. We don’t have to get discouraged when we see people using fourth-generation Kindles. Bezos draws a Venn diagram to illustrate the third part of the puzzle. He writes “customer delight” on one side and “deep integration throughout the entire stack” on the other. The intersection houses the “hardest” and “coolest things,” which utilize OS, key apps, the hardware stack and the cloud. “It’s a little abstract,” he adds, “but I think it will be extremely clear when I show it to you.” The template for the third piece of the puzzle is the new Kindle Fire HDX series — the company’s latest premium tablets.%Gallery-slideshow90904% %Gallery-slideshow90903%
Source: Amazon (1), (2)
Last month, Jeff Bezos bought the Washington Post for $250 million
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Well this is just fun. Jeff Bezos talked with German newspaper Berliner-Zeitung in 2012 about the dark future of newspapers and how they can be relevant to Amazon. And well, since Bezos is now a newspaper baron, it’s probably a good idea to revisit his rather bleak thoughts on print.
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Some big (and surprising) news in the media industry today: The Washington Post has just confirmed that it and its affiliated publications have been acquired by Amazon CEO Jeff Bezos for $250 million in cash. The paper notes that Amazon itself “will have no role in the purchase,” and that Bezos “will buy the news organization and become its sole owner when the sale is completed, probably within 60 days.” It also goes on to explain that the existing Washington Post Company, which owns a number of other businesses (including Slate), “will change to a new, still-undecided name and continue as a publicly traded company without The Post thereafter.”
In an interview with the paper, the Post Co.’s chief executive, Donald Graham, says that “The Post could have survived under the company’s ownership and been profitable for the foreseeable future. But we wanted to do more than survive,” adding, “I’m not saying this guarantees success but it gives us a much greater chance of success.” In a letter to Post employees, Bezos, who was apparently one of several suitors considered by the company, says that he “won’t be leading The Washington Post day-to-day,” but that “there will of course be change at The Post over the coming years,” and that “we will need to invent, which means we will need to experiment.”
Filed under: Internet
Via: @Romenesko (Twitter)
Source: The Washington Post (1), (2)
Today the Washington Post Company agreed to sell the Washington Post newspaper to Amazon CEO Jeff Bezos for $250 million in cash. This ends the Graham family’s ownership of the paper after four generations. The deal, which was made independently of Bezos’ other ventures, is expected to close within 60 days.
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