Customer Relationship Management System for Physical Locations

• US 20130275217A1
• Filed: 06/17/2013
• Published: 10/17/2013
• Est. Priority Date: 11/07/2002
• Status: Active Application

• Current Assignee: Maplebear Inc.
• Original Assignee: Novitaz, Inc.
• Inventors: Ramchandani, Jayant
• Granted Patent: US 10,269,042 B2
• Time in Patent Office: Days
• US Class Current: 705/14.53
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0222 During e-commerce, i.e. online transactions
• CPC Class Codes: G06Q 30/0224 based on user history
• CPC Class Codes: G06Q 30/0235 constrained by time limit or expiration date
• CPC Class Codes: G06Q 30/0238 at point-of-sale [POS]
• CPC Class Codes: G06Q 30/0255 based on user history
• CPC Class Codes: G06Q 30/0261 based on user location
• CPC Class Codes: G06Q 30/0267 Wireless devices
• CPC Class Codes: G06Q 30/0269 based on user profile or attribute
• CPC Class Codes: G06Q 30/0271 Personalized advertisement
• CPC Class Codes: G07C 2011/02 related to amusement parks
• CPC Class Codes: G07C 9/28 the pass enabling tracking or indicating presence

Abstract

A method for outputting information about a person includes identifying the person utilizing a wireless system upon entry into a physical location, and also includes locating the person within the physical structure. An engagement plan is retrieved based on the identification of the person and output. The engagement plan has information useful for interacting with the person. The engagement plan is created based at least in part on personal information of the person, the preferences of the person, and the past transactions of the person. A system for outputting information about a person, such as a customer, includes an object carried by the person, which is capable of being identified by a wireless system. A wireless interface communicates with the object. A computing device correlates the identification of the object with the person. An output device outputs information relating to the person.

Claims

1. A computer implemented method of engaging a customer of a business establishment, the method performed by a computer system, the method comprising:

detecting an interaction of the customer with a website associated with the business establishment, and storing a website event based on the detected interaction;

detecting a presence of the customer within the business establishment by virtue of a wireless device carried by the customer;

determining an identity of the customer based on the customer'"'"'s wireless device;

storing a plurality of wirelessly tracked events of the customer within the business establishment, the plurality of tracked events occurring before a purchase transaction by the customer at a point of sale device; and

determining prior to the purchase transaction a marketing message for the customer based on the tracked events and the website event; and

sending the marketing message directly to a payment application installed on a mobile device associated with the identity of the customer.

2. The method of claim 1, wherein the customer'"'"'s wireless device is a smart card carried by the customer.

3. The method of claim 1, wherein the customer'"'"'s wireless device is a mobile phone carried by the customer.

4. The method of claim 1, wherein determining the marketing comprises:

determining an incentive to provide to the customer prior to the purchase transaction.

5. The method of claim 1, wherein determining the marketing comprises:

determining an e-coupon to provide to the customer prior to the purchase transaction.

6. The method in claim 1, wherein the marketing message is provided by the point of sale device when the customer completes the purchase transaction.

7. The method in claim 1, wherein an incentive or e-coupon provided with the marketing message can be applied to the purchase transaction.

8. The method in claim 1, wherein an incentive or e-coupon provided with the marketing message can be redeemed at the point of sale device.

9. The method in claim 1, wherein an incentive or e-coupon provided with the marketing message can be redeemed at a self-checkout system.

10. The method in claim 1, wherein an incentive or coupon provided with the marketing message can be redeemed with a pre-defined debit or credit payment card.

11. The computer implemented method of claim 1, wherein the business establishment comprises a retail establishment.

12. A system for engaging a customer of a business establishment, the system comprising:

a wireless device capable of being identified by a wireless system, the wireless device configured for being carried by a customer;

a wireless system operating in the business establishment, the wireless system for wirelessly detecting the wireless device within the business;

establishment, and providing an identity of the customer based on the detected wireless device, and store a plurality of wirelessly tracked events of the customer within the business establishment, the plurality of tracked events occurring before a purchase transaction by the customer at a point of sale device; and

a computer system to receiving information regarding a website event associated with an interaction of the customer with a website associated with the business establishment, the interaction occurring prior to the plurality of wirelessly tracked events, the computer system further to determine prior to the purchase transaction, a marketing message for the customer based on the tracked events and the website event; and

an output system to send the marketing message directly to a payment application installed on a mobile device associated with the identity of the customer.

13. The system of claim 12, wherein the wireless device is a smart card carried by the customer.

14. The system of claim 12, wherein the wireless device is a mobile device carried by the customer.

15. The system of claim 12, wherein the wireless system comprises a plurality of wireless readers distributed throughout the restaurant, the wireless readers for tracking physical movement of the wireless device.

16. The system of claim 12, wherein the output system further outputs product information, the product information based at least in part on the engagement plan.

17. A non-transitory computer-readable storage medium storing computer-executable program instructions, the instructions when executed by a processor causing the processor to perform steps including:

detecting an interaction of the customer with a website associated with the business establishment, and storing a website event based on the detected interaction;

detecting a presence of the customer within the business establishment by virtue of a wireless device carried by the customer;

determining an identity of the customer based on the customer'"'"'s wireless device;

storing a plurality of wirelessly tracked events of the customer within the business establishment, the plurality of tracked events occurring before a purchase transaction by the customer at a point of sale device; and

determining prior to the purchase transaction a marketing message for the customer based on the tracked events and the website event; and

sending the marketing message directly to a payment application installed on a mobile device associated with the identity of the customer.

18. The non-transitory computer-readable storage medium of claim 17, wherein the customer'"'"'s wireless device is a smart card carried by the customer.

19. The non-transitory computer-readable storage medium of claim 17, wherein the customer'"'"'s wireless device is a mobile phone carried by the customer.

20. The non-transitory computer-readable storage medium of claim 17, wherein determining the marketing comprises:

determining an incentive to provide to the customer prior to the purchase transaction.