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Customer experience management system

  • US 8,271,322 B2
  • Filed: 07/22/2008
  • Issued: 09/18/2012
  • Est. Priority Date: 07/22/2008
  • Status: Active Grant
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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