Source: http://www.google.de/patents/US8533031
Timestamp: 2017-11-19 19:51:50
Document Index: 464208959

Matched Legal Cases: ['art 1', 'art 1', 'art 2', 'art 2', 'art 3', 'art 3', 'art 4', 'art 4']

Patent US8533031 - Method and system for retaining customer loyalty - Google Patentsuche
A system and method for providing incentives to customers where the incentives are tailored to the customer's needs and expectations while achieving profitability to the provider are presented. The present invention determines a set of incentives based on customer segmentation, card segmentation, call...http://www.google.de/patents/US8533031?utm_source=gb-gplus-sharePatent US8533031 - Method and system for retaining customer loyalty
Veröffentlichungsnummer US8533031 B2
Anmeldenummer US 12/884,313
Veröffentlichungsdatum 10. Sept. 2013
Eingetragen 17. Sept. 2010
Prioritätsdatum 17. Okt. 2000
Auch veröffentlicht unter US7831467, US20110022454, WO2002035339A1
Veröffentlichungsnummer 12884313, 884313, US 8533031 B2, US 8533031B2, US-B2-8533031, US8533031 B2, US8533031B2
Erfinder Christopher R. Lefebvre, Christopher James Konen, Sr., Matthew Joseph Keane, Elissa Budischak
Patentzitate (668), Nichtpatentzitate (60), Referenziert von (1), Klassifizierungen (6), Juristische Ereignisse (2)
Method and system for retaining customer loyalty
US 8533031 B2
A system and method for providing incentives to customers where the incentives are tailored to the customer's needs and expectations while achieving profitability to the provider are presented. The present invention determines a set of incentives based on customer segmentation, card segmentation, call type as well as other factors. Upon receiving a request for termination or other request, the customer may be routed to an appropriate person, department, or group. Information regarding the account may be identified and retrieved and the customer may be verified. Based on customer payment history and other information, the customer segment may be identified. Incentives are then determined based on customer segmentation data, product information, and call type. These incentives are offered to the customer for approval. If the customer does not accept the incentive, other sales opportunities may be offered to the customer in an effort to retain customer loyalty.
1. A computer implemented method for providing one or more tailored incentives to a customer, the computer implemented method comprising:
retrieving, by at least one processor, account data associated with the customer in response to a request from the customer;
identifying, by the at least one processor, from the request a request type from a list of predetermined request types wherein the request type identifies the customer's current situation;
identifying, by the at least one processor, the customer as a customer segment wherein the customer segment identifies the customer's past behavior;
identifying, by the at least one processor, one or more incentives for the customer based on the request type, the customer segment and one or more profitability factors associated with a financial institution providing the one or more incentives; and
offering, by the at least one processor, the customer at least one of the identified one or more incentives, wherein the one or more incentives comprises at least one product or service offered by the financial institution, for retaining the customer in response to the request.
9. The method of claim 1, wherein the request is a request to terminate a relationship with the financial institution and the customer.
10. The method of claim 1, wherein the at least one of the identified one or more incentives is provided to the customer via an electronic communication.
11. The method of claim 6, wherein the at least one of the identified one or more incentives is provided to the customer via an electronic communication.
12. A computer implemented system for providing one or more tailored incentives to a customer, the computer implemented system comprising:
at least one processor configured to perform:
retrieving account data associated with the customer in response to a request from the customer;
identifying from the request a request type from a list of predetermined request types, wherein the request type identifies the customer's current situation;
identifying the customer as a customer segment, wherein the customer segment identifies the customer's past behavior;
identifying one or more incentives for the customer based on the request type, the customer segment and one or more profitability factors associated with a financial institution providing the one or more incentives; and
offering at least one of the identified one or more incentives, wherein the one or more incentives comprises at least one product or service offered by the financial institution, for retaining the customer in response to the request.
13. The system of claim 12, wherein the customer is assigned a value based on at least one of customer payment history, customer payment habit, customer behavior data and credit bureau score.
14. The system of claim 12, wherein the customer segment considers information related to at least one of customer delinquency data and customer attrition data.
15. The system of claim 12, wherein the customer is offered another one of the identified one or more incentives for retaining the customer in response to the request.
16. The system of claim 12, wherein one or more restrictions is applied on the one or more incentives based on the one or more profitability factors.
17. The system of claim 12, wherein the request comprises one or more of a telephone call and Internet communication.
18. The system of claim 12, wherein the one or more profitability factors comprise one or more of customer payment delinquency and customer ability to pay.
19. The system of claim 12, wherein the request further identifies a product associated with the customer, wherein the one or more incentives comprises an adjustment to the product.
20. The system of claim 12, wherein the request is a request to terminate a relationship with the financial institution and the customer.
21. The system of claim 12, wherein the at least one of the identified one or more incentives is provided to the customer via an electronic communication.
22. The system of claim 17, wherein the at least one of the identified one or more incentives is provided to the customer via an electronic communication.
23. The method of claim 1, wherein the request type comprises one or more of: close account, request for re-price, request for competition offer and request for account consolidation.
24. The system of claim 12, wherein the request type comprises one or more of: close account, request for re-price, request for competition offer, and request for account consolidation.
This patent application is a continuation of U.S. patent application Ser. No. 09/688,694 filed Oct. 17, 2000 now U.S. Pat. No. 7,831,467, which is hereby incorporated by reference herein by its entirety.
The invention relates to a system and method for retaining customer loyalty by presenting incentives that are tailored to a particular customer and profitable to the provider. More particularly, the invention relates to a system and method that presents incentives and sales opportunities based on customer segmentation, product segmentation, call type and other criteria for the purpose of retaining customer loyalty.
Traditionally, service and product providers, including banks and other financial institutions, have attempted to retain all customers at whatever the costs. Without regard to the customer's characteristics and profitability to the provider, service and product providers have made efforts to retain even the most delinquent customers. In most instances, the same offer is presented to all customers. This type of retention effort often results in lower profitability to the provider.
An object of the invention is to overcome the aforementioned and other drawbacks.
The invention is directed to a system and method for retaining customer loyalty. According to an embodiment, the invention may be utilized by a financial institution. A system and method for providing incentives to customers where the incentives are tailored to the customer's needs and expectations while achieving profitability to the provider are presented. The present invention determines a set of incentives based on customer segmentation, card segmentation, and call type, as well as other factors.
After account information is retrieved, displayed and verified, the provider representative may engage the customer in a discussion to ascertain information that may be relevant in determining the most profitable and attractive incentives to the customer. Prompt box 310 may provide guidance to the provider representative in eliciting pertinent information. Based on the relevant information, the provider representative may classify the customer's situation according to a plurality of predetermined call categories, or call types, as shown by Call Type drop down window 322. The call type that most accurately describes the caller's situation may be selected. This information, along with other customer information, is then used to determine a profitable and effective incentive that promotes customer loyalty. Call type selections 322 may include close; APR—Reprice; APR—Competitive Offer; APR—Fees; APR—Account Consolidation; and other call type selections. After the caller is properly identified, a list of possible incentives may be presented in Incentives box 330. When the caller is properly verified, the provider representative may begin offering incentives to the customer and perform other operations.
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