Customer retention systems and methods

• US 8,140,387 B2
• Filed: 02/03/2005
• Issued: 03/20/2012
• Est. Priority Date: 02/03/2005
• Status: Active Grant

• Current Assignee: First Data Corporation (Fiserv Incorporated)
• Original Assignee: First Data Corporation (Fiserv Incorporated)
• Inventors: Heywood, Chaun P.
• Primary Examiner(s): Weiss, John
• Assistant Examiner(s): Macasiano, Marilyn G
• Application Number:
  US11/050,905
• Publication Number:
  US 20060173739A1
• Time in Patent Office: 2,602 Days
• Field of Search: 705/14, 705/35, 705/1, 705/34, 705/36, 705/38, 705/14.17, 705/39, 705/14.32, 235/379, 235/380, 397/115.01
• US Class Current: 705/14.32
• CPC Class Codes: G06Q 20/04 Payment circuits
• CPC Class Codes: G06Q 20/405 Establishing or using transaction specific rules
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0216 Investment accounts
• CPC Class Codes: G06Q 30/0224 based on user history
• CPC Class Codes: G06Q 30/0226 Incentive systems for frequent usage, e.g. frequent flyer miles programs or point systems
• CPC Class Codes: G06Q 30/0232 Frequent usage rewards other than merchandise, cash or travel
• CPC Class Codes: G06Q 30/0235 constrained by time limit or expiration date

Abstract

A method of communicating a renewal incentive for an expiring account to a user of the account. The method includes the steps of identifying a renewal date for the account with a host computer, and calculating whether the account qualifies for the renewal incentive based on account history accessible by the computer. The method also includes sending renewal data to the user about the renewal date, and the renewal incentive, for the account. The renewal incentive is effective upon renewal of the account, and the renewal incentive includes an enhancement over a current feature for the account.

Claims

1. A method of communicating a renewal incentive for an active expiring financial account to a user of the financial account, the method comprising:

identifying, with a host computer, a renewal date for the active expiring financial account;

calculating, using the host computer, whether the financial account qualifies for the renewal incentive based on account history of the active expiring financial account; and

sending renewal data to the user about the renewal date, and the renewal incentive, for the financial account,

wherein the renewal incentive is effective upon user renewal of the financial account, and the renewal incentive comprises a new discount or rebate of a portion of a transaction amount, the new discount or rebate being larger than a current discount or rebate;

and wherein calculating whether the financial account qualifies for the renewal incentive based on account history comprises calculating whether the financial account qualifies for the renewal incentive based at least in part on the size and frequency of purchase transactions conducted with the account.

2. The method of claim 1, wherein with the user is sent the renewal data before the renewal date.

3. The method of claim 1, wherein the user is sent the renewal data by telephone, fax, email or mail.

7. The method of claim 1, wherein the account is selected from the group consisting of a savings account, a checking account, a mortgage account, a credit card account, a mutual fund account, a home-equity loan account, a certificate of deposit account, a health care spending account, and a utility account.

8. The method of claim 7, wherein the utility account is selected from the group consisting of an electric power account, a natural gas account, a heating oil account, and a water service account.

18. The method of claim 1, wherein calculating whether the financial account qualifies for the renewal incentive based on account history comprises calculating whether the financial account qualifies for the renewal based at least in part in the account user'"'"'s credit history.

4. A method of communicating a renewal incentive for an active expiring financial account to a user of the financial account, the method comprising:

identifying, with a host computer, a renewal date for the active expiring financial account;

calculating, using the host computer, whether the financial account qualifies for the renewal incentive based on account history of the active expiring financial account; and

sending renewal data to the user about the renewal date, and the renewal incentive, for the financial account,

wherein the renewal incentive is effective upon user renewal of the financial account, and the renewal incentive comprises an enhancement over a current feature for the financial account;

and wherein calculating whether the financial account qualifies for the renewal incentive based on account history comprises calculating whether the financial account qualifies for the renewal incentive based at least in part on the size and frequency of purchase transactions conducted with the account;

and wherein the current feature is a cash-back percentage of transaction amounts, and the renewal incentive is a new cash-back percentage that is larger than the feature condition.

5. A method of communicating a renewal incentive for an active expiring financial account to a user of the financial account, the method comprising:

identifying, with a host computer, a renewal date for the active expiring financial account;

calculating, using the host computer, whether the financial account qualifies for the renewal incentive based on account history of the active expiring financial account; and

sending renewal data to the user about the renewal date, and the renewal incentive, for the financial account,

wherein the renewal incentive is effective upon user renewal of the financial account, and the renewal incentive comprises an enhancement over a current feature for the financial account;

and wherein calculating whether the financial account qualifies for the renewal incentive based on account history comprises calculating whether the financial account qualifies for the renewal incentive based at least in part on the size and frequency of purchase transactions conducted with the account;

and wherein the current feature is a number of points earned per dollar transacted with the account, and the renewal incentive is a new number of points per dollar transaction that is larger than the current feature.

6. A method of communicating a renewal incentive for an active expiring financial account to a user of the financial account, the method comprising:

identifying, with a host computer, a renewal date for the active expiring financial account;

calculating, using the host computer, whether the financial account qualifies for the renewal incentive based on account history of the active expiring financial account; and

sending renewal data to the user about the renewal date, and the renewal incentive, for the financial account,

wherein the renewal incentive is effective upon user renewal of the financial account, and the renewal incentive comprises an enhancement over a current feature for the financial account;

and wherein calculating whether the financial account qualifies for the renewal incentive based on account history comprises calculating whether the financial account qualifies for the renewal incentive based at least in part on the size and frequency of purchase transactions conducted with the account;

and wherein the current feature is an interest rate for a balance owed in the account, and the renewal incentive is a new interest rate that is lower than the current feature.

9. A method of providing improved reward information to a holder of a financial account, the method comprising:

receiving at a computer-based rules engine information about a first reward that is a first discount or rebate of a portion of a transaction amount;

determining with the computer-based rules engine if a customer qualifies for an improved reward that is a new discount or rebate that is equal to or greater than the first discount or rebate; and

reporting from the computer-based rules engine to the account holder an eligibility to receive the improved reward, wherein the improved reward is reported to the account holder with information about renewing or re-subscribing to the financial account, and wherein the improved reward is a renewal incentive effective upon user renewal of the financial account;

wherein determining if the customer qualifies for an improved reward that is equal to or greater than the first reward further comprises determining if the customer qualifies for an improved reward based at least in part on account history information including the size and frequency of purchase transactions conducted with the account.

10. The method of claim 9, wherein the account includes an existing reward program, and the new reward improves on the existing reward program.

19. The method of claim 9, wherein determining if the customer qualifies for an improved reward that is equal to or greater than the first reward further comprises determining if the customer qualifies for an improved reward based at least in part on the customer'"'"'s credit history.

11. A method of calculating reward levels in a host computer system operable to access account data associated with a user of a financial account, the method comprising:

determining, using a computer-based rules engine, whether the account user qualifies for an improved reward, the determination based at least in part on information about the history of the financial account including the size and frequency of purchase transactions conducted with the account;

dividing, using the computer-based rules engine, a length of time into a plurality of future segments, including a first segment and a second segment;

calculating, using the computer-based rules engine, a first and second reward level, wherein the second reward level is greater than the first reward level;

associating, at the computer-based rules engine, the first reward level with the first segment, and the second reward level with the second segment; and

communicating, from the computer-based rules engine to the account user, reward data comprising the first reward level associated with the first segment and the second reward level associated with the second segment, wherein the reward data is communicated to the account user with information about renewing or re-subscribing to the financial account, to inform the user of escalating rewards that could be received in the future should the user renew the financial account.

12. The method of claim 11, wherein the first and second segments are consecutive in time.

13. The method of claim 11, wherein the first and second segments are of equal time.

14. The method of claim 11, wherein the plurality of segments comprises a last segment of time that ends when the account is no longer active.

15. The method of claim 14, wherein the last segment of time is associated with a final reward level that is higher than the first and second reward levels.

16. The method of claim 11, wherein the method comprises associating a third reward level with the first segment when activity in the account exceeds a threshold transaction level.

17. The method of claim 16, wherein the threshold transaction level comprises a threshold transaction amount, or threshold transaction frequency.

20. The method of claim 11 wherein the determination is based at least in part on the account user'"'"'s credit history.