British Airways is using Google Images to develop passenger dossiers for checking people out as they come through the gate. Now that’s what you call customer service.
At least that’s British Airways spin. Privacy advocates have a different take.
According to The Evening Standard, the airline is facing considerable backlash today after it announced a plan to launch a program called “Know Me.” The new intelligence tool uses Google Images to find pictures of passengers for staff to use so they can approach them as they arrive at the terminal or plane.
In many respects, British Airways is doing what they have been told to do. Go to any vendor conference these days and you will hear executives talk about the power of social. A favorite theme: how to draw analysis from customer data, social streams and the Web.
That’s exactly what British Airways is doing. The plan is to…
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