TECHNIQUES FOR PROVIDING RETAIL CUSTOMERS A SEAMLESS, INDIVIDUALIZED DISCOVERY AND SHOPPING EXPERIENCE

• US 20150112826A1
• Filed: 12/23/2014
• Published: 04/23/2015
• Est. Priority Date: 12/04/2012
• Status: Active Grant

• Current Assignee: Crutchfield Corporation
• Original Assignee: Crutchfield Corporation
• Inventors: Crutchfield, William G. Jr.
• Granted Patent: US 10,977,701 B2
• Time in Patent Office: Days
• US Class Current: 705/26.1
• CPC Class Codes: G06Q 30/0601 Electronic shopping [e-shopping]
• CPC Class Codes: G06Q 30/0621 Item configuration or customization
• CPC Class Codes: G06Q 30/0623 Item investigation
• CPC Class Codes: G06Q 30/0631 Item recommendations
• CPC Class Codes: G06Q 30/0641 Shopping interfaces
• CPC Class Codes: G06Q 30/0643 Graphical representation of items or shoppers

Abstract

The present invention is directed to techniques for providing retail customers a seamless, individualized discovery and shopping experience. With an improved shopper/customer accounting system, along with other technologies such as intelligent fixtures, mobile devices, and product simulations, a shopper'"'"'s product discovery, purchase, and post-sale experience can be highly integrated and personalized. For example, the shopper'"'"'s out-of-store (online) and in-store product discovery sessions may be seamlessly linked and analyzed to provide the shopper with customized recommendations and assistance. Other variations and enhancements are disclosed.

Claims

1. A computer-implemented method for improving shopper experience, the method comprising:

maintaining for a retailer at least two different retail sales channels that are selected from a group consisting of;

an Internet web portal or mobile application, and a physical store, stand, or kiosk;

detecting a shopper visiting a first of said at least two different retail sales channels;

identifying said shopper with a unique identifier that distinguishes said shopper from other customers of said retailer;

recording data associated with said shopper'"'"'s activities while visiting said first of said at least two different retail sales channels;

detecting said shopper visiting a second of said at least two different retail sales channels;

retrieving at least part of the recorded data associated with said shopper'"'"'s activities while visiting said first of said at least two different retail sales channels; and

generating a customized communication to said shopper during said shopper'"'"'s visit to said second of said at least two different retail sales channels based on the retrieved at least part of the recorded data.

2. The computer-implemented method of claim 1, further comprising:

determining, upon detecting said shopper visiting said first of said at least two different retail sales channels, whether said shopper has had a prior contact with said retailer and has already been associated with the unique identifier; and

assigning a new unique identifier to said shopper if no such prior contact can be confirmed.

3. The computer-implemented method of claim 1, further comprising:

maintaining an electronic database that stores data associated with interactions between said retailer and its customers over said at least two different retail sales channels;

4. The computer-implemented method of claim 1, further comprising:

generating a second customized communication to at least one employee of said retailer during said shopper'"'"'s visit to said second of said at least two different retail sales channels based on the retrieved at least part of the recorded data, such that the at least one employee can assist said shopper.

5. The computer-implemented method of claim 1, wherein said shopper is detected and identified as visiting the retail sales channel of an Internet web portal or mobile application based on one or more of:

an identifier or network address of said shopper'"'"'s computing device;

login credentials or personal information supplied by said shopper to the Internet web portal or mobile application;

or

a cookie or token stored on said shopper'"'"'s computing device.

6. The computer-implemented method of claim 1, wherein said shopper is detected and identified as visiting the retail sales channel of a physical store, stand, or kiosk based on a detection of or communication with said shopper'"'"'s mobile device.

7. The computer-implemented method of claim 1, further comprising:

recording additional data associated with said shopper'"'"'s activities while visiting said second of said at least two different retail sales channels.

8. The computer-implemented method of claim 7, wherein said customized communication is generated based further on said recorded additional data.

9. The computer-implemented method of claim 1, further comprising:

transmitting said customized communication to said shopper'"'"'s mobile device.

10. The computer-implemented method of claim 1, further comprising:

displaying said customized communication to said shopper on an intelligent fixture.

11. The computer-implemented method of claim 1, further comprising:

communicating with said shopper'"'"'s mobile device with an in-store beacon system.

12. A computer-implemented system for improving shopper experience, the system comprising:

one or more shopper database storing data associated with shopper-retailer interactions;

at least one server computer coupled to said one or more shopper database and configured to support at least two different retail sales channels that are selected from a group consisting of;

an Internet web portal or mobile application, and a physical store, stand, or kiosk; and

the at least one server computer being further configured to;

detect a shopper visiting a first of said at least two different retail sales channels;

identify said shopper with a unique identifier that distinguishes said shopper from other customers of said retailer,

record data associated with said shopper'"'"'s activities while visiting said first of said at least two different retail sales channels;

detect said shopper visiting a second of said at least two different retail sales channels;

retrieve at least part of the recorded data associated with said shopper'"'"'s activities while visiting said first of said at least two different retail sales channels; and

generate a customized communication to said shopper during said shopper'"'"'s visit to said second of said at least two different retail sales channels based on the retrieved at least part of the recorded data.

13. The computer-implemented system of claim 12, further configured to:

determine, upon detecting said shopper visiting said first of said at least two different retail sales channels, whether said shopper has had a prior contact with said retailer and has already been associated with the unique identifier; and

assign a new unique identifier to said shopper if no such prior contact can be confirmed.

14. The computer-implemented system of claim 12, further configured to:

generate a second customized communication to at least one employee of said retailer during said shopper'"'"'s visit to said second of said at least two different retail sales channels based on the retrieved at least part of the recorded data, such that the at least one employee can assist said shopper.

15. The computer-implemented system of claim 12, wherein said shopper is detected and identified as visiting the retail sales channel of an Internet web portal or mobile application based on one or more of:

an identifier or network address of said shopper'"'"'s computing device;

login credentials or personal information supplied by said shopper to the Internet web portal or mobile application;

or

a cookie or token stored on said shopper'"'"'s computing device.

16. The computer-implemented system of claim 12, wherein said shopper is detected and identified as visiting the retail sales channel of a physical store, stand, or kiosk based on a detection of or communication with said shopper'"'"'s mobile device.

17. The computer-implemented system of claim 12, further configured to:

record additional data associated with said shopper'"'"'s activities while visiting said second of said at least two different retail sales channels.

18. The computer-implemented system of claim 17, wherein said customized communication is generated based further on said recorded additional data.

19. The computer-implemented system of claim 12, further configured to:

transmit said customized communication to said shopper'"'"'s mobile device.

20. The computer-implemented system of claim 12, further configured to:

display said customized communication to said shopper on an intelligent fixture.

21. The computer-implemented system of claim 12, further configured to:

communicate with said shopper'"'"'s mobile device with an in-store beacon system.