‘Know Me’ roll-out at BA continues
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British Airways has started to roll out its ‘Know Me’ programme to further personalise its customer service.
In the scheme, customer information will be given to staff through iPads so that they can help throughout the flight and are aware of any previous flight issues.
Staff will also be able to search Google Images for a photo of a specific customer so they can recognise them in the airport and approach them.
“We’re essentially trying to recreate the feeling of recognition you get in a favourite restaurant when you’re welcomed there, but in our case it will be delivered by thousands of staff to millions of customers,” said Jo Boswell, head of customer analysis at British Airways on the programme. “And the early results have been extremely positive, our customers love being recognised and treated as an individual, and our customer service staff and cabin crew feel empowered to deliver a really bespoke service”.
