Customer experience management system
First Claim
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1. A method for engaging a customer in an enhanced shopping experience, comprising:
- storing customer information received from the customer on a database, the customer information includingshopping preferences of the customer with regard to at least one of a retailer, a retail location, and a brand; and
information regarding a plurality of loyalty programs to which the customer belongs;
issuing an identifying token to the customer, where the token includes a machine-readable medium having the customer information encoded thereon;
electronically detecting a location of a signal transmitted from the identifying token when carried by the customer entering into a retailer'"'"'s space;
causing at least a portion of the customer information to be accessible from the database to retail personnel physically present in the retailer'"'"'s space while the customer is physically present in the retailer'"'"'s space;
determining, from the customer information and in accordance with said detecting, a loyalty reward status of the customer;
notifying the retail personnel regarding presence of the customer in the retailer'"'"'s space and the loyalty reward status of the customer;
offering, through personal contact by the retail personnel at the detected location of the customer, the enhanced shopping experience, wherein the enhanced shopping experience comprises offering a reward to the customer based on the determined loyalty reward status of the customer; and
updating the stored customer information in accordance with the enhanced shopping experience,wherein the identifying token is retained by the customer both prior to and subsequent to the customer being physically present in the retailer'"'"'s space.
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Abstract
A system and method for engaging a customer in an enhanced shopping experience. The customer provides customer information which is stored on a database. An identifying token (e.g. a card) is issued to the customer. This identifying token is detected (e.g. by an RFID sensor) when carried by the customer into a retailer'"'"'s space. This causes at least a portion of the customer information to be accessible from the database to retail personnel while the customer is physically present in the retailer'"'"'s space, thereby facilitating personal engagement by the retail personnel with the customer.
42 Citations
22 Claims
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1. A method for engaging a customer in an enhanced shopping experience, comprising:
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storing customer information received from the customer on a database, the customer information including shopping preferences of the customer with regard to at least one of a retailer, a retail location, and a brand; and information regarding a plurality of loyalty programs to which the customer belongs; issuing an identifying token to the customer, where the token includes a machine-readable medium having the customer information encoded thereon; electronically detecting a location of a signal transmitted from the identifying token when carried by the customer entering into a retailer'"'"'s space; causing at least a portion of the customer information to be accessible from the database to retail personnel physically present in the retailer'"'"'s space while the customer is physically present in the retailer'"'"'s space; determining, from the customer information and in accordance with said detecting, a loyalty reward status of the customer; notifying the retail personnel regarding presence of the customer in the retailer'"'"'s space and the loyalty reward status of the customer; offering, through personal contact by the retail personnel at the detected location of the customer, the enhanced shopping experience, wherein the enhanced shopping experience comprises offering a reward to the customer based on the determined loyalty reward status of the customer; and updating the stored customer information in accordance with the enhanced shopping experience, wherein the identifying token is retained by the customer both prior to and subsequent to the customer being physically present in the retailer'"'"'s space.
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2. A method for engaging a customer in an enhanced shopping experience, comprising:
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electronically detecting a location of a signal transmitted from an identifying token carried by the customer entering into a retailer'"'"'s space, the token including a machine-readable medium having customer information encoded thereon; determining, from the customer information and in accordance with said detecting, a loyalty reward status of the customer with respect to the retailer; and offering, through personal contact by the retail personnel at the detected location of the customer, the enhanced shopping experience, wherein the enhanced shopping experience comprises offering a reward to the customer based on the determined loyalty reward status of the customer, wherein the identifying token is retained by the customer both prior to and subsequent to the customer being physically present in the retailer'"'"'s space. - View Dependent Claims (3, 4, 5, 6, 7, 8, 9, 19, 22)
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10. A system for engaging a customer in an enhanced shopping experience, comprising:
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an identifying token, carried by the customer, wherein the token includes a machine-readable medium having customer information encoded thereon; a sensor programmed to detect a location of a signal from the identifying token indicating that a customer carrying in the identifying in token has entered a retailer'"'"'s space; a server, coupled to said sensor and identifying token, programmed to; receive customer information, input by the customer through a customer portal accessible over a network, the customer information including; shopping preferences of the customer with regard to at least one of a retailer, a retail location, and a brand; and information regarding a plurality of loyalty programs to which the customer belongs; and transmit a message to retail personnel physically present in a retailer'"'"'s space regarding the physical presence of the customer in the retailer'"'"'s space and a loyalty reward status of the customer; retrieve at least a portion of the customer information for access by the retail personnel through a store portal; and transmit a message via the store portal prompting the retail personnel to offer, through personal contact by the retail personnel at the detected location of the customer, the enhanced shopping experience, wherein the enhanced shopping experience comprises offering a reward to the customer based on the determined loyalty reward status of the customer; and a database, in communication with the server, programmed to store the customer information, wherein the server is further programmed to update the stored customer information in accordance with the enhanced shopping experience, and wherein the identifying token is retained by the customer both prior to and subsequent to the customer being physically present in the retailer'"'"'s space. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18, 20)
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21. A method for engaging a customer in an enhanced shopping experience, comprising:
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electronically detecting a location of a signal transmitted from an identifying token carried by the customer entering into a retailer'"'"'s space, retail personnel thereby being alerted to presence of the customer in the retailer'"'"'s space, where the token includes a machine-readable medium having customer information encoded thereon, the customer information including shopping preferences of the customer with regard to at least one of a retailer, a retail location, and a brand; and information regarding a plurality of loyalty programs to which the customer belongs; accessing at least a portion of the customer information, said accessing performed by retail personnel physically present in the retailer'"'"'s space while the customer is physically present in the retailer'"'"'s space; determining, from the customer information and in accordance with said detecting, a loyalty reward status of the customer; offering, through personal contact by the retail personnel at the detected location of the customer, the enhanced shopping experience, wherein the enhanced shopping experience comprises offering a reward to the customer based on the determined loyalty reward status of the customer; and updating the customer information in accordance with the enhanced shopping experience, wherein the identifying token is retained by the customer both prior to and subsequent to the customer being physically present in the retailer'"'"'s space.
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Specification