Method, system, and computer program product for honoring customer privacy and preferences

• US 20070192121A1
• Filed: 09/29/2006
• Published: 08/16/2007
• Est. Priority Date: 09/30/2005
• Status: Abandoned Application

• Current Assignee: Liberty Peak Ventures, LLC (Dominion Harbor Enterprises, LLC)
• Original Assignee: American Express Travel Related Services Company, Inc. (American Express Company)
• Inventors: Routson, Nicholas K.
• Application Number:
  US11/529,365
• Publication Number:
  US 20070192121A1
• Time in Patent Office: Days
• US Class Current: 705/1.1
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 50/265 Personal security, identity or safety

Abstract

In a business where business units market products or services to customers, a method and system implement customer preferences for customer privacy, customer contact, and other marketing preferences. The method entails creating a centralized customer privacy and preferences storage and processing system, wherein are stored both legal requirements and business policies regarding customer privacy and preferences, and also specific preferences of individual customers. A customer can contact the business through a single point of contact, and using a standardized privacy and preferences interface, can specify all aspects of customer preferences regarding privacy and marketing preferences. Business units initiating a marketing process compare a database of potential marketing targets against the centralized customer privacy and preferences storage and processing system, ensuring that the preferences of all potential targets are respected during the implementation and execution of the marketing process.

Claims

1. A method for ensuring compliance with a customer preference for the use of personal information by an enterprise having a plurality of business units, comprising:

capturing the customer preference through one of the plurality of business units;

storing the customer preference in a centralized database, wherein the centralized database is accessible to each of the plurality of business units; and

providing each business unit with access to the stored customer preference to allow each business unit to validate a marketing process of the respective business unit in view of the customer preference.

2. The method of claim 1, wherein the capturing step comprises:

capturing the input of the customer preference via a customer preference user interface, wherein the customer preference user interface connects to the centralized database via an input gateway.

3. The method of claim 2, wherein the customer preference user interface comprises at least one of a Web interface accessible to a customer service representative of the one or more business units, a Web interface accessible to the customer, or a phone interface accessible to the customer.

4. The method of claim 1, wherein the capturing step comprises:

capturing the customer preference via at least one of an e-mail communication from the customer, a postal mail communication from the customer, or a phone conversation between the customer and a customer service representative of the business unit.

5. The method of claim 1, wherein the capturing step comprises:

capturing the customer preference from an existing source of customer preferences, wherein the existing source of customer preferences comprises at least one of an existing database of customer preferences maintained by the business unit or an existing external database of customer preferences.

6. The method of claim 1, wherein the customer preference comprises at least one of a preference for a set of data that may be collected about the customer, a preference for a set of data that may not be collected about the customer, a preference for how the collected data may be used, a preference for how the collected data may not be used, a preference for a type of marketing the customer may receive, a preference for a type of marketing the customer may not receive, a preference for a type of information about the customer which may be shared between business units, a preference for a type of information about the customer which may not be shared between business units, a preference for a type of information about the customer which may be shared externally, or a preference for a type of information about the customer which may not be shared externally.

7. The method of claim 1, wherein the customer preference comprises at least one of a channel through which the customer may be contacted, a channel through which the customer may not be contacted, a business unit which may contact the customer, a business unit which may not contact the customer, a third-party marketing partner which may contact the customer, a third-party marketing partner which may not contact the customer, a type of offer which may be made to the customer, or a type of offer which may not be made to the customer, wherein the offer comprises at least one of a product, a service, or a campaign.

8. The method of claim 1, wherein the customer comprises at least one of a current customer of the business unit or a potential customer of the business unit.

9. The method of claim 1, wherein the customer preference is based on at least one of the customer, a legal regulation, a contract, or a business policy.

10. The method of claim 1, further comprising analyzing and modifying the customer preference based on a set of rules.

11. The method of claim 10, further comprising providing the customer with a choice as to which rule from the set of rules will be applied to the customer preference.

12. The method of claim 10, further comprising providing the business unit with a choice as to which rule from the set of rules will be applied to the customer preference.

13. The method of claim 1, wherein the step of providing each business unit with access to the stored customer preference comprises providing an output gateway of the centralized database, wherein each business unit may access the customer preference via the output gateway, and wherein the output gateway comprises at least one of a user interface linking the centralized database and the marketing process of the respective business unit, an automated process linking the centralized database and the marketing process of the respective business unit, or a set of protocols defining an interface between the centralized database and the marketing process of the respective business unit.

14. The method of claim 1, wherein the centralized database constrains the marketing process with respect to at least one of a type of offer made to the customer, a type of campaign presented to the customer, or a channel by which to contact the customer.

15. The method of claim 1, further comprising validating the marketing process of the respective business unit in view of the customer preference, wherein validating comprises:

comparing a list of marketing targets of the marketing process against the customer preference in the centralized database, and

implementing the customer preference for the customer in the list of marketing targets.

16. A system for ensuring compliance with a customer preference for the use of personal information by an enterprise having a plurality of business units, comprising:

a processor; and

a memory in communication with the processor, the memory storing a plurality of processing instructions for directing the processor to;

capture the customer preference through one of the plurality of business units;

store the customer preference in a centralized database, wherein the centralized database is accessible to each of the plurality of business units; and

provide each business unit with access to the stored customer preference to allow each business unit to validate a marketing process of the respective business unit in view of the customer preference.

17. The system of claim 16, wherein the instructions to capture the customer preference through one of the plurality of business units further comprise instructions for directing the processor to capture the input of a customer preference data via a customer preference user interface, wherein the customer preference user interface connects to the centralized database via an input gateway.

18. The method of claim 17, wherein the customer preference user interface comprises at least one of a Web interface accessible to a customer service representative of the one or more business units, a Web interface accessible to the customer, or a phone interface accessible to the customer.

19. The system of claim 16, wherein the instructions to capture the customer preference through one of the plurality of business units further comprise instructions for directing the processor to capture the customer preference via the input of a customer preference data which has been received via at least one of an e-mail communication from the customer, a postal mail communication from the customer, or a phone conversation between the customer and a customer service representative of the business unit.

20. The system of claim 16, wherein the instructions to capture the customer preference through one of the plurality of business units further comprise instructions for directing the processor to capture the customer preference from an existing source of customer preferences, wherein the existing source of customer preferences comprises at least one of an existing database of customer preferences maintained by the business unit or an existing external database of customer preferences.

21. The system of claim 16, wherein the customer preference comprises at least one of a preference for a set of data that may be collected about the customer, a preference for a set of data that may not be collected about the customer, a preference for how the collected data may be used, a preference for how the collected data may not be used, a preference for a type of marketing the customer may receive, a preference for a type of marketing the customer may not receive, a preference for a type of information about the customer which may be shared between business units, a preference for a type of information about the customer which may not be shared between business units, a preference for a type of information about the customer which may be shared externally, or a preference for a type of information about the customer which may not be shared externally.

22. The system of claim 16, wherein the customer preference comprises at least one of a channel through which the customer may be contacted, a channel through which the customer may not be contacted, a business unit which may contact the customer, a business unit which may not contact the customer, a third-party marketing partner which may contact the customer, a third-party marketing partner which may not contact the customer, a type of offer which may be made to the customer, or a type of offer which may not be made to the customer, wherein the offer comprises at least one of a product, a service, or a campaign.

23. The system of claim 16, wherein the customer comprises at least one of a current customer of the business unit or a potential customer of the business unit.

24. The system of claim 16, wherein the customer preference is based on at least one of the customer, a legal regulation, a contract, or a business policy.

25. The system of claim 16, further comprising instructions for directing the processor to analyze and modify the customer preference based on a set of rules.

26. The system of claim 25, further comprising instructions for directing the processor to provide the customer with a choice as to which rule from the set of rules will be applied to the customer preference.

27. The system of claim 25, further comprising instructions for directing the processor to provide the business unit with a choice as to which rule from the set of rules will be applied to the customer preference.

28. The system of claim 16, wherein the instructions to provide each business unit with access to the stored customer preference to allow each business unit to validate a marketing process of the respective business unit in view of the customer preference comprises instructions for directing the processor to provide an output gateway of the centralized database, wherein each business unit may access the customer preference via the output gateway, and wherein the output gateway comprises at least one of a user interface linking the centralized database and the marketing process of the respective business unit, an automated process linking the centralized database and the marketing process of the respective business unit, or a set of protocols defining an interface between the centralized database and the marketing process of the respective business unit.

29. The system of claim 16, further comprising instructions for directing the processor to constrain the marketing process with respect to at least one of a type of offer made to the customer, a type of campaign presented to the customer, or a channel by which to contact the customer, wherein said instructions constrain the marketing process based on data in the centralized database.

30. The system of claim 16, further comprising instructions for directing the processor to validate the marketing process of the respective business unit in view of the customer preference, wherein said instructions comprise instructions for directing the processor to:

compare a list of marketing targets of the marketing process against the customer preference in the centralized database, and

implement the customer preference for the customer in the list of marketing targets.

31. A computer program product comprising a computer usable medium having control logic stored therein for causing a computer to ensure compliance with a customer preference for the use of personal information by an enterprise having a plurality of business units, said control logic comprising:

first computer readable program code means for causing the computer to capture the customer preference through one of the plurality of business units;

second computer readable program code means for causing the computer to store the customer preference in a centralized database, wherein the centralized database is accessible to each of the plurality of business units; and

third computer readable program code means for causing the computer to provide each business unit with access to the stored customer preference to allow each business unit to validate a marketing process of the respective business unit in view of the customer preference.

32. The computer program product of claim 31, wherein said first computer readable program code means further comprises:

fourth computer readable program code means for causing the computer to capture the input of the customer preference via a customer preference user interface, wherein the customer preference user interface connects to the centralized database via an input gateway.

33. The computer program product of claim 31, wherein the customer preference user interface comprises at least one of a Web interface accessible to a customer service representative of the one or more business units, a Web interface accessible to the customer, or a phone interface accessible to the customer.

34. The computer program product of claim 31, wherein said computer readable program code means further comprises:

fifth computer readable program code means for causing the computer to capture the customer preference via the input of a customer preference data which has been received via at least one of an e-mail communication from the customer, a postal mail communication from the customer, or a phone conversation between the customer and a customer service representative of the business unit.

35. The computer program product of claim 31, wherein said first computer readable program code means further comprises:

sixth computer readable program code means for causing the computer to capture the customer preference from an existing source of customer preferences, wherein the existing source of customer preferences comprises at least one of an existing database of customer preferences maintained by the business unit or an existing external database of customer preferences.

36. The computer program product of claim 31, wherein the customer preference comprises at least one of a preference for a set of data that may be collected about the customer, a preference for a set of data that may not be collected about the customer, a preference for how the collected data may be used, a preference for how the collected data may not be used, a preference for a type of marketing the customer may receive, a preference for a type of marketing the customer may not receive, a preference for a type of information about the customer which may be shared between business units, a preference for a type of information about the customer which may not be shared between business units, a preference for a type of information about the customer which may be shared externally, or a preference for a type of information about the customer which may not be shared externally.

37. The computer program product of claim 31, wherein the customer preference comprises at least one of a channel through which the customer may be contacted, a channel through which the customer may not be contacted, a business unit which may contact the customer, a business unit which may not contact the customer, a third-party marketing partner which may contact the customer, a third-party marketing partner which may not contact the customer, a type of offer which may be made to the customer, or a type of offer which may not be made to the customer, wherein the offer comprises at least one of a product, a service, or a campaign.

38. The computer program product of claim 31, wherein the customer comprises at least one of a current customer of the business unit or a potential customer of the business unit.

39. The computer program product of claim 31, wherein the customer preference is based on at least one of the customer, a legal regulation, a contract, or a business policy.

40. The computer program product of claim 31, wherein said computer readable program code means further comprises:

seventh computer readable program code means for causing the computer to analyze and modify the customer preference based on a set of rules.

41. The computer program product of claim 40, further comprising computer readable program code means for causing the computer to allow the customer to choose which rule from the set of rules will be applied to the customer preference.

42. The computer program product of claim 40, further comprising computer readable program code means for causing the computer to allow the business unit to choose which rule from the set of rules will be applied to the customer preference.

43. The computer program product of claim 31, wherein said third computer readable program code means further comprises:

eighth computer readable program code means for causing the computer to provide an output gateway of the centralized database, wherein each business unit may access the customer preference via the output gateway, and wherein the output gateway comprises at least one of a user interface linking the centralized database and the marketing process, an automated process linking the centralized database and the marketing process, or a set of protocols defining an interface between the centralized database and the marketing process

44. The computer program product of claim 31, wherein said computer readable program code means further comprises:

ninth computer readable program code means for causing the computer to constrain the marketing process with respect to at least one of a type of offer made to the customer, a type of campaign presented to the customer, or a channel by which to contact the customer, wherein said ninth computer readable program code means constrain the marketing process based on data in the centralized database.

45. The computer program product of claim 31, further comprising

tenth computer readable program code means for causing the computer to validate the marketing process of the respective business unit in view of the customer preference, wherein said tenth computer readable program code comprises:

eleventh computer readable program code means for causing the computer to compare a list of marketing targets of the marketing process against the customer preference in the centralized database, and

twelfth computer readable program code means for causing the computer to implement the customer preference for the customer in the list of marketing targets.