Customer relationship management system for physical locations

• US 10,269,042 B2
• Filed: 06/17/2013
• Issued: 04/23/2019
• Est. Priority Date: 11/07/2002
• Status: Active Grant

• Current Assignee: Maplebear Inc.
• Original Assignee: Novitaz, Inc.
• Inventors: Ramchandani, Jayant
• Primary Examiner(s): Van Bramer, John
• Application Number:
  US13/919,724
• Publication Number:
  US 20130275217A1
• Time in Patent Office: 2,136 Days
• Field of Search: 705 1425, 705 1423, 705 143, 705 1458, 705 1464, 705 1467, 705 26
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0222 During e-commerce, i.e. online transactions
• CPC Class Codes: G06Q 30/0224 based on user history
• CPC Class Codes: G06Q 30/0235 constrained by time limit or expiration date
• CPC Class Codes: G06Q 30/0238 at point-of-sale [POS]
• CPC Class Codes: G06Q 30/0255 based on user history
• CPC Class Codes: G06Q 30/0261 based on user location
• CPC Class Codes: G06Q 30/0267 Wireless devices
• CPC Class Codes: G06Q 30/0269 based on user profile or attribute
• CPC Class Codes: G06Q 30/0271 Personalized advertisement
• CPC Class Codes: G07C 2011/02 related to amusement parks
• CPC Class Codes: G07C 9/28 the pass enabling tracking or indicating presence

Abstract

A method for outputting information about a person includes identifying the person utilizing a wireless system upon entry into a physical location, and also includes locating the person within the physical structure. An engagement plan is retrieved based on the identification of the person and output. The engagement plan has information useful for interacting with the person. The engagement plan is created based at least in part on personal information of the person, the preferences of the person, and the past transactions of the person. A system for outputting information about a person, such as a customer, includes an object carried by the person, which is capable of being identified by a wireless system. A wireless interface communicates with the object. A computing device correlates the identification of the object with the person. An output device outputs information relating to the person.

Claims

1. A method of engaging a customer of a business establishment, the method comprising:

detecting, by a computer system, an electronic interaction of the customer with the business establishment, and storing an event based on the detected electronic interaction;

detecting, by the computer system through communication with a wireless system, a presence of the customer within a physical location of the business establishment, the wireless system having interacted with a wireless device carried by the customer;

determining, by the computer system, an identity of the customer based on information transmitted by the wireless device;

tracking, by the computer system through communication with the wireless system, one or more actions of the customer within the physical location of the business establishment to produce one or more tracked events, the one or more tracked events occurring before a purchase transaction by the customer at a point of sale device;

determining, by the computer system prior to the purchase transaction, a marketing message for the customer based at least on the one or more tracked events and the electronic interaction event; and

sending, by the computer system, the marketing message directly to an application installed on a mobile device associated with the identity of the customer.

2. The method of claim 1, wherein the electronic interaction of the customer with the business establishment comprises an interaction of the customer with a website associated with the business establishment.

3. The method of claim 1, wherein the wireless device is a mobile phone carried by the customer.

4. The method of claim 1, wherein determining the marketing message comprises:

determining an incentive to provide to the customer prior to the purchase transaction.

5. The method of claim 1, wherein determining the marketing message comprises:

determining an e-coupon to provide to the customer prior to the purchase transaction.

6. The method of claim 1, wherein the marketing message is provided by the point of sale device when the customer completes the purchase transaction.

7. The method of claim 1, wherein an incentive or e-coupon provided with the marketing message can be applied to the purchase transaction.

8. The method of claim 1, wherein an incentive or e-coupon provided with the marketing message can be redeemed at the point of sale device.

9. The method of claim 1, wherein an incentive or e-coupon provided with the marketing message can be redeemed at a self-checkout system.

10. The method of claim 1, wherein an incentive or coupon provided with the marketing message can be redeemed with a pre-defined debit or credit payment card.

11. The method of claim 1, wherein the physical location of the business establishment comprises a retail location of the business establishment.

12. The method of claim 1, further comprising:

accessing a stored profile for the customer, the stored profile including personal information for the customer and having been created prior to the customer being present in the physical location of the business establishment;

wherein the marketing message for the customer is determined based at least on the one or more tracked events, the electronic interaction event, and the stored profile.

13. A system for engaging a customer of a business establishment, the system comprising:

a wireless device capable of being identified by a wireless system, the wireless device configured for being carried by a customer;

a wireless system operating in a physical location of the business establishment and operable to (i) detect the wireless device within the physical location of the business establishment, (ii) provide an identity of the customer based on the detected wireless device, and (iii) wirelessly track one or more actions of the customer within the physical location of the business establishment to produce one or more tracked events, the one or more tracked events occurring before a purchase transaction by the customer at a point of sale device; and

a computer system operable to receive information regarding an event involving an electronic interaction of the customer with the business establishment, the electronic interaction occurring prior to the one or more tracked events, the computer system further in communication with the wireless system and operable to determine, prior to the purchase transaction, a marketing message for the customer based at least on the one or more tracked events and the electronic interaction event; and

an output system in communication with the computer system and operable to send the marketing message directly to an application installed on a mobile device associated with the identity of the customer.

14. The system of claim 13, wherein the electronic interaction of the customer with the business establishment comprises an interaction of the customer with a website associated with the business establishment.

15. The system of claim 13, wherein the computer system is further operable to access a stored profile for the customer prior to the purchase transaction and determine the marketing message based at least on the one or more tracked events, the electronic interaction event, and the stored profile, the stored profile including personal information for the customer and having been created prior to the customer being present in the physical location of the business establishment.

16. The system of claim 13, wherein the wireless system includes a plurality of wireless readers distributed throughout the physical location of the business establishment, the wireless readers operable to track physical movement of the wireless device in connection with the one or more tracked events.

17. The system of claim 13, wherein the output system further outputs product information, the product information based at least in part on an engagement plan.

18. A non-transitory computer-readable storage medium storing computer-executable program instructions, the instructions when executed by a processor causing the processor to perform steps including:

detecting an electronic interaction of the customer with a business establishment, and storing an event based on the detected electronic interaction;

communicating with a wireless system to detect a presence of the customer within a physical location of the business establishment, the wireless system having interacted with a wireless device carried by the customer;

determining an identity of the customer based on information transmitted by the wireless device;

tracking, through communication with the wireless system, one or more actions of the customer within the physical location of the business establishment to produce one or more tracked events, the one or more tracked events occurring before a purchase transaction by the customer at a point of sale device;

determining, prior to the purchase transaction, a marketing message for the customer based at least on the one or more tracked events and the electronic interaction event; and

sending the marketing message directly to an application installed on a mobile device associated with the identity of the customer.

19. The non-transitory computer-readable storage medium of claim 18, wherein the wireless device is a smart card carried by the customer.

20. The non-transitory computer-readable storage medium of claim 18, wherein the instructions further cause the processor to perform the step of:

accessing a stored profile for the customer, the stored profile including personal information for the customer and having been created prior to the customer being present in the physical location of the business establishment; and

wherein the step of determining the marketing message includes determining a marketing message for the customer based at least on the one or more tracked events, the electronic interaction event, and the stored profile.

21. The non-transitory computer-readable storage medium of claim 18, wherein determining the marketing message comprises:

determining an incentive to provide to the customer prior to the purchase transaction.

22. A system for engaging a person physically located within a business establishment and carrying a wireless device, the system comprising:

one or more wireless interfaces positionable at one or more locations within the business establishment, the one or more wireless interfaces operable to at least transmit wireless signals that are receivable by the wireless device;

a computer system communicatively coupled to the one or more wireless interfaces and operable to;

receive information identifying the wireless device;

determine an identification of the person based on the information identifying the wireless device;

track one or more locations of the person within a physical location of the business establishment to produce at least one tracked location;

receive, prior to receipt of the information identifying the wireless device, information regarding an event involving an electronic interaction of the person with the business establishment;

generate a message for the person based at least on the electronic interaction event and the at least one tracked location, the message including content to be displayed to the person; and

communicate the message to the wireless device.

23. The system of claim 22, wherein the computer system is further operable to:

access a stored profile for the person, the stored profile including personal information for the person and having been created prior to receipt of the information identifying the wireless device; and

wherein the computer system is operable to generate the message based on the electronic interaction event, the at least one tracked location, and the personal information for the person.

24. The system of claim 23, wherein the marketing message includes an incentive or coupon and wherein the system further comprises:

at least one point of sale device, communicatively coupled to the computer system and located at the physical location of the business establishment, at which the incentive or coupon can be applied to a purchase transaction.

25. The system of claim 24, wherein the at least one point of sale device communicates information concerning purchases made by the person to the computer system and wherein the computer system is further operable to store the information concerning purchases made by the person in the stored profile for the person.

26. The system of claim 22, wherein the computer system is further operable to:

initiate an engagement session for the person after determining the identification of the person;

wherein tracking one or more locations of the person within the physical location of the business establishment, generating the message for the person, and communicating the message to the wireless device occur during the engagement session.

27. The system of claim 22, further comprising:

a plurality of wireless tags attached to a plurality of products displayed within the physical location of the business establishment, each wireless tag being operable to transmit a wireless information signal to the one or more wireless interfaces when the wireless tag is located within a coverage area of the one or more wireless interfaces, the wireless information signal including information identifying a product to which the wireless tag is attached;

wherein the one or more wireless interfaces are further operable to receive wireless information signals from the plurality of wireless tags and communicate corresponding product identification information to the computer system; and

wherein the computer system is further operable to receive the product identification information and associate the person with one or more products identified by the product identification information based on the at least one tracked location of the person.

28. The system of claim 22, wherein the computer system is further operable to:

correlate products in the physical location of the business establishment with potential interests of the person based on which products are displayed near the at least one tracked location.

29. The system of claim 22, wherein the message is transmitted wirelessly to the wireless device for processing by an application installed on the wireless device.

30. The system of claim 22, wherein the one or more wireless interfaces are further operable to receive wireless signals from the wireless device, and wherein the computer system is further operable to:

receive the information identifying the wireless device from the one or more wireless interfaces; and

track one or more locations of the person within the physical location of the business establishment based on which of the one or more wireless interfaces communicated the information identifying the wireless device.

31. The system of claim 22, wherein the computer system is further operable to communicate the message to the one or more wireless interfaces for inclusion in a signal to be wirelessly transmitted to the wireless device.

32. A method for engaging a person within a physical location of a business establishment and carrying a wireless device, the method comprising:

receiving, by a computer system, information identifying the wireless device;

determining, by the computer system, an identification of the person based on the information identifying the wireless device;

determining, by the computer system, movement of the person to one or more locations within the physical location of the business establishment to produce at least one tracked location;

receiving, by the computer system prior to receipt of the information identifying the wireless device, information regarding an event involving an electronic interaction of the person with the business establishment;

generating, by the computer system, a message for the person based at least on the electronic interaction event and the at least one tracked location, the message including content for display to the person; and

communicating, by the computer system, the message to the wireless device.

33. The method of claim 32, further comprising:

accessing, by the computer system, a stored profile for the person, the stored profile including personal information for the person and having been created prior to receipt of the information identifying the wireless device;

wherein the message is generated based on the electronic interaction event, the at least one tracked location, and the personal information for the person.

34. The method of claim 32, wherein communicating the message to the wireless device comprises:

communicating the message to one or more wireless interfaces communicatively coupled to the computer system; and

transmitting, by the one or more wireless interfaces, a wireless signal that includes the message, the wireless signal being receivable by the wireless device.

35. The method of claim 32, wherein the one or more wireless interfaces are positioned at one or more locations within the physical location of the business establishment, the method further comprising:

receiving, by a wireless interface of the one or more wireless interfaces, an incoming wireless signal from the wireless device, the incoming wireless signal including the information identifying the wireless device; and

communicating, by the wireless interface, the information identifying the wireless device to the computer system.

36. The method of claim 32, further comprising:

correlating, by the computer system, products in the physical location of the business establishment with potential interests of the person based on which products are displayed near the at least one tracked location.