TRACKING CUSTOMER INTERACTIONS FOR A BUSINESS

• US 20150363735A1
• Filed: 06/13/2014
• Published: 12/17/2015
• Est. Priority Date: 06/13/2014
• Status: Abandoned Application

• Current Assignee: Vivint Incorporated (NRG Energy, Inc.)
• Original Assignee: Vivint Incorporated (NRG Energy, Inc.)
• Inventors: Fairbanks, Greg
• Application Number:
  US14/304,768
• Publication Number:
  US 20150363735A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/06393 Score-carding, benchmarking or key performance indicator [KPI] analysis

Abstract

A computer-implemented method to track customer interactions for a business is described. Movement of a customer at location associated with the business is tracked. At least one interaction between the customer and at least one personnel associated with the business is determined based at least in part on the tracking. The quality of the at least one interaction may be rated based at least in part on the determining.

Claims

1. A computer-implemented method to track customer interactions for a business, comprising:

tracking movement of a customer at a location associated with the business;

determining at least one interaction between the customer and at least one personnel associated with the business based at least in part on the tracking; and

rating a quality of the at least one interaction based at least in part on the determining.

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

identifying the at least one personnel interacting with the customer based on the determining;

and

rating the at least one personnel based on the quality of the at least one interaction between the at least one personnel and the customer.

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

alerting a supervisor of the personnel when the personnel rating does not meet a threshold.

4. The computer-implemented method of claim 1, wherein the customer requests help from the at least one personnel.

5. The computer-implemented method of claim 1, wherein the at least one personnel completes a customer purchase.

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

capturing the movement of the customer via a video feed;

determining the customer enter and exit times at the location associated with the business based at least in part on the capturing; and

calculating a total length of time the customer was present at the business location.

7. The computer-implemented method of claim 6, further comprising:

determining if the customer made a purchase;

linking the customer purchase to a video of the customer;

rating the customer experience additionally based at least in part on the total length of time the customer was at the business location and the customer purchase.

8. The computer-implemented method of claim 6, further comprising:

displaying the video feed on a dashboard associated with the business, wherein the dashboard is accessible via a mobile computing device.

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

assigning the customer a unique identifier;

recording the rating associated with the customer based on the unique identifier; and

generating a profile associated with the customer based at least in part on the rating and unique identifier.

10. The computer-implemented method of claim 9, wherein the unique identifier is one of a loyalty card number, a credit card number, a phone number, an email, or a name.

11. The computer-implemented method of claim 9, furthering comprising:

observing purchases made by the customer;

recording the observed purchases associated with the customer based on the unique identifier; and

generating marketing material unique to the customer based on the recording.

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

notifying at least one personnel associated with the business when a customer interaction rating falls below a threshold.

13. An apparatus to track customer interactions for a business, comprising:

a processor;

a memory in electronic communication with the processor; and

instructions stored in the memory, the instructions being executable by the processor to;

track movement of a customer at a location associated with the business;

determine at least one interaction between the customer and at least one personnel associated with the business based at least in part on the tracking; and

rate a quality of the at least one interaction based at least in part on the determining.

14. The apparatus of claim 13, wherein the instructions are executable by the processor to:

identify the at least one personnel interacting with the customer based on the determining; and

rate the at least one personnel based at least in part on the quality of the at least one interaction between the at least one personnel and the customer.

15. The computer-implemented method of claim 13, wherein the instructions are executable by the processor to:

assign the customer a unique identifier;

record the rating associated with the customer based on the unique identifier; and

generate a profile associated with the customer based at least in part on the rating and unique identifier.

16. The apparatus of claim 13, wherein the instructions are executable by the processor to:

identify an unpredicted change in customer data, wherein the changes comprise one of unpredicted fluctuation in customer traffic or unpredicted fluctuation in customer purchases;

request information from at least one personnel associated with the business to correlate the unpredicted change in customer data with an external event; and

record the unpredicted change in a database with correlating external event information.

17. The apparatus of claim 13, wherein the instructions are executable by the processor to:

producing a list of shift auxiliary options, the shift auxiliary options comprises at least a list of acceptable auxiliary personnel;

displaying the options to a supervisor of the auxiliary personnel; and

receiving a notification that an acceptable auxiliary personnel agreed to work.

18. A computer-program product to track customer interactions for a business, the computer-program product comprising a non-transitory computer-readable medium storing instructions executable by a processor to:

track movement of a customer at a location associated with the business;

determine at least one interaction between the customer and at least one personnel associated with the business based at least in part on the tracking; and

rate a quality of the at least one interaction based at least in part on the determining.

19. The computer-program product of claim 18, wherein the instructions are executable by the processor to:

identify the at least one personnel interacting with the customer based on the determining; and

rate the at least one personnel based on at least in part on the quality of the at least one interaction between the at least one personnel and the customer.

20. The computer-program product of claim 18, wherein the instructions are executable by the processor to:

assign the customer a unique identifier;

record the rating associated with the customer based on the unique identifier; and

generate a profile associated with the customer based at least in part on the rating and unique identifier.