U.S. patent application number 11/741704 was filed with the patent office on 2008-10-30 for system and method for improving customer wait time, customer service, and marketing efficiency in the restaurant, retail, travel, and entertainment industries.
Invention is credited to Billie Lynn Evans, BRADLEY MARSHALL HENDRICKSON.
Application Number | 20080270230 11/741704 |
Document ID | / |
Family ID | 39888116 |
Filed Date | 2008-10-30 |
United States Patent
Application |
20080270230 |
Kind Code |
A1 |
HENDRICKSON; BRADLEY MARSHALL ;
et al. |
October 30, 2008 |
SYSTEM AND METHOD FOR IMPROVING CUSTOMER WAIT TIME, CUSTOMER
SERVICE, AND MARKETING EFFICIENCY IN THE RESTAURANT, RETAIL,
TRAVEL, AND ENTERTAINMENT INDUSTRIES
Abstract
A system and method including an Internet preordering system
accessible online or onsite at a free-standing kiosk located in or
near client properties in which customers may create profiles for
the requested services and provide such information to the service
provider in advance of the customer's arrival for the requested
services. When the customer arrives, the customer identifies
himself/herself and the preorder is accessed, verified and/or
modified. The preorder is then forwarded to the service provider
and the delivery of the service is optimally timed to the readiness
of the customer. The customer's profile and preorder information
are maintained in a database and used for in-house precision
marketing campaigns and cross-promotional opportunities. For
example, in a restaurant embodiment, a registered customer is given
access to menus and may create menu preferences for a participating
restaurant. The registered customer may also make a reservation at
a participating restaurant for a party of any size in advance (for
example, up to 24 hours) of the reservation time. The food and/or
drink preorder for each guest in the party may be completed in
advance and maintained on the server, with the reservation time,
for access when the party arrives at the designated reservation
time. After a verification process, the customer may retrieve the
party's preorder, make any desired changes, and then verify the
preorder at the kiosk. Once the preorder is verified, the customer
may finalize the preorder and proceed to the hostess kiosk where
the preorder is accessed by the restaurant staff. Either when the
party is seated or at an appropriate time prior to seating (based
on a comparison of the seating wait queue to the kitchen wait
queue), the preorder is forwarded for preparation so that the
ordered food and/or drink arrives shortly after the customer's
party is seated.
Inventors: |
HENDRICKSON; BRADLEY MARSHALL;
(Manchester, MO) ; Evans; Billie Lynn; (Nashville,
TN) |
Correspondence
Address: |
WOODCOCK WASHBURN LLP
CIRA CENTRE, 12TH FLOOR, 2929 ARCH STREET
PHILADELPHIA
PA
19104-2891
US
|
Family ID: |
39888116 |
Appl. No.: |
11/741704 |
Filed: |
April 27, 2007 |
Current U.S.
Class: |
705/14.27 ;
705/1.1; 705/14.67; 705/15; 705/16 |
Current CPC
Class: |
G06Q 50/12 20130101;
G06Q 30/02 20130101; G06Q 30/0255 20130101; G06Q 20/20 20130101;
G06Q 10/00 20130101; G06Q 30/0226 20130101; G06Q 30/0269 20130101;
G06Q 30/0271 20130101 |
Class at
Publication: |
705/14 ; 705/1;
705/15; 705/16 |
International
Class: |
G06Q 10/00 20060101
G06Q010/00; G06Q 30/00 20060101 G06Q030/00; G06Q 50/00 20060101
G06Q050/00 |
Claims
1. A method for improving efficiency of providing a service to
customers, comprising: a customer creating a reservation including
designation of the service the customer wishes to have provided by
a service provider at a particular time, the reservation including
customer preferences for the services to be purchased; the service
provider initiating the designated service prior to a time at which
the customer is in a location to receive the designated service;
validating the reservation once the customer has arrived at the
location for receiving the designated service from the service
provider; and completing delivery of the designated service to the
customer once the reservation is validated.
2. The method of claim 1, wherein the designated services include
the provision of food and/or drinks at a restaurant or bar and the
customer preferences include a preorder of food and/or drink items
selected from the restaurant menu, and wherein the preorder of food
and/or drink items is submitted at or prior to the time the
customer is seated in the restaurant.
3. The method of claim 1, wherein the designated services include
the sales of retail goods at a retail store and the customer
preferences include a preorder of items the customer wishes to
consider for purchase that satisfy specified customer preferences,
and wherein the preorder of items is submitted to the retail store
at or prior to the time the customer arrives at the retail store
for review of the preordered items.
4. The method of claim 1, further comprising storing a customized
profile including at least the customer's preferences for
restaurants, shopping, travel, entertainment, and/or combinations
thereof.
5. A method for improving efficiency of servicing customers in a
restaurant, comprising: a customer creating a reservation including
a preorder of food and/or drink for members of a party; validating
the reservation when at least one member of the party is present at
the restaurant and available for seating at the restaurant; and
when a wait time for the party is determined to be less than or
equal to a preparation time for preparing the preorder of food
and/or drink, forwarding the preorder of food and/or drink to a
kitchen, a kitchen management system, and/or a bar for
preparation.
6. The method of claim 5, wherein the reservation is created by the
customer accessing a web site including a menu for the restaurant
from which one or more members of the party create the preorder of
food and/or drink.
7. The method of claim 6, further comprising selecting at least a
portion of the preorder of food and/or drink from a list of
favorite menu items off of the restaurant menu for at least one
member of the party, said list of favorite menu items being stored
in a customized profile for said least one member of the party.
8. The method of claim 5, wherein the reservation is created by the
customer accessing a kiosk or computer terminal located at or near
the restaurant including a menu for the restaurant from which one
or more members of the party create the preorder of food and/or
drink.
9. The method of claim 8, further comprising selecting at least a
portion of the preorder of food and/or drink from a list of
favorite menu items off of the restaurant menu for at least one
member of the party, said list of favorite menu items being stored
in a customized profile for said least one member of the party.
10. The method of claim 6, wherein the reservation is accessed by
the customer and the presence of said at least one member of the
party at the restaurant is validated using a kiosk or computer
terminal located at or near the restaurant, and the contents of the
reservation are modified as appropriate, approved, and confirmed by
said at least one member of the party.
11. The method of claim 10, wherein the confirmed reservation is
forwarded to a hostess for placing the party in a queue to be
seated.
12. The method of claim 5, wherein the preorder of food and/or
drink is manually communicated to the kitchen and/or bar.
13. The method of claim 5, wherein the preorder of food and/or
drink is communicated to the kitchen and/or bar by a seating
management system when the seating management system determines
that the wait time for the party is less than or equal to the
preparation time for preparing the preorder of food and/or
drink.
14. The method of claim 5, wherein the customer maintains a
customized profile in a database, said customized profile
identifying preferences of the customer including a list of
favorite menu items available from said restaurant.
15. The method of claim 14, wherein the customer is offered special
offers from the restaurant based on the contents of the customer's
customized profile.
16. The method of claim 14, wherein the customized profile is
linked to a unique customer identifier and access to the customized
profile is denied without said unique customer identifier.
17. The method of claim 16, wherein the unique customer identifier
comprises a biometric scan, an access card, a retinal scan, a
password, or a key fob.
18. The method of claim 5, further comprising storing the
customer's preorder in a database and using the customer's preorder
in precision marketing to the customer and/or providing discount
offers, special offers, and/or gifting options to the customer.
19. The method of claim 5, further comprising committing to payment
for the preorder of food and/or drink prior to being seated.
20. The method of claim 14, wherein the customized profile further
includes the customer's travel preferences, shopping preferences,
entertainment preferences, and/or combinations thereof.
21. A system for improving efficiency of servicing customers in a
restaurant, comprising: a customer kiosk or customer terminal
located at or near the restaurant through which a customer creates
a reservation including a preorder of food and/or drink for members
of a party and through which the presence of one or more members of
the party at the restaurant is validated; and a hostess kiosk or
terminal that accepts the reservation from the customer kiosk or
computer terminal and, when a wait time for the party is determined
to be less than or equal to a preparation time for preparing the
preorder of food and/or drink, forwards the preorder of food and/or
drink to a kitchen, a kitchen management system, and/or a bar for
preparation.
22. The system of claim 21, further comprising a web server
including software that is used by the customer to create the
reservation including the preorder of food and/or drink and to
store the reservation at least until one or more members of the
party is validated as present at the restaurant.
23. The system of claim 22, wherein the web server further
comprises a customized profile for at least one member of the
party, said customized profile including a list of favorite menu
items off of a restaurant menu for said at least one member of the
party from which at least a portion of the preorder of food and/or
drink may be selected.
24. The system of claim 21, wherein the customer kiosk or computer
terminal further comprises a customized profile for at least one
member of the party, said customized profile including a list of
favorite menu items off of a restaurant menu for said at least one
member of the party from which at least a portion of the preorder
of food and/or drink may be selected.
25. The system of claim 21, further comprising a seating management
system that communicates the preorder of food and/or drink to the
kitchen, kitchen management system, and/or bar when the seating
management system determines that the wait time for the party is
less than or equal to the preparation time for preparing the
preorder of food and/or drink.
26. The system of claim 21, further comprising a customized profile
in a database accessible by said customer at said customer kiosk or
computer terminal, said customized profile identifying preferences
of the customer including a list of favorite menu items and
preferred services available from said restaurant.
27. The system of claim 26, further comprising a database
management system that provides special offers from the restaurant
to the customer based on the contents of the customer's customized
profile.
28. The system of claim 26 further comprising customer
authentication means for authenticating the customer using a unique
customer identifier.
29. The system of claim 28, wherein the unique customer identifier
comprises a biometric scan, an access card, a retinal scan, a
password, or a key fob.
30. The system of claim 27, wherein the database management system
stores the customer's order in the database and uses the customer's
order in precision marketing to the customer and/or in providing
discount offers, special offers, and/or gifting options to the
customer.
31. The system of claim 21, wherein the hostess kiosk or terminal
comprises means for committing at least one member of the party to
payment for the preorder of food and/or drink prior to being
seated.
32. The system of claim 26, wherein the customized profile further
includes the customer's travel preferences, shopping preferences,
entertainment preferences and/or combinations thereof.
33. A computer readable storage device comprising first executable
instructions stored thereon that when executed by a first processor
causes said first processor to enable a customer to create a
reservation including a preorder of food and/or drink for a member
or members of a party and to validate the presence of one or more
members of the party at a location of the first processor, and
second executable instructions stored thereon that when executed by
a second processor causes said second processor to accept the
reservation from the first processor and, when a wait time for the
party is determined to be less than or equal to a preparation time
for preparing the preorder of food and/or drink, to cause the
preorder of food and/or drink to be forwarded to a kitchen, kitchen
management system, and/or bar for preparation.
34. The computer readable storage device of claim 33, wherein the
first executable instructions present a menu for the restaurant to
the customer for preordering of food and/or drink and including
said preorder in said reservation.
35. The computer readable storage device of claim 34, wherein the
first executable instructions select at least a portion of the
preorder of food and/or drink from a list of favorite menu items
off of the restaurant menu for at least one member of the party,
said list of favorite menu items being stored in a customized
profile for said least one member of the party.
36. The computer readable storage device of claim 33, wherein the
first executable instructions access the reservation, validate the
presence of said at least one member of the party at the
restaurant, and permit said at least one member of the party to
modify the contents of the reservation as appropriate and approve
and confirm the reservation.
37. A web server comprising a processor, a first memory including
executable instructions stored therein that when executed by said
processor causes said processor to enable a customer to create a
reservation including a preorder of food and/or drink for members
of a party, and a second memory that stores the reservation at
least until one or more members of the party is validated to be at
the restaurant.
38. The web server of claim 37, further comprising a customized
profile for at least one member of the party, said customized
profile including a list of favorite menu items off of a restaurant
menu for said at least one member of the party from which at least
a portion of the preorder of food and/or drink may be selected.
39. The web server of claim 38, further comprising a database
management system that provides special offers from the restaurant
to the at least one member of the party based on the contents of
the customized profile.
40. The web server of claim 39, wherein the database management
system stores the customer's preorder in the database and uses the
customer's preorder in precision marketing to the customer and/or
providing discount offers, special offers, and/or gifting option to
the customer.
41. The web server of claim 38, wherein the customized profile
further includes the customer's travel preferences, shopping
preferences, entertainment preferences, and/or combinations
thereof.
42. A method for improving efficiency of servicing customers
shopping in a store, comprising: a customer creating a shopping
reservation including a preselection of items of interest available
from the store for purchase at a particular time as well as
customer preferences for characteristics of said items; validating
the shopping reservation when the customer is present at the store
and available to evaluate the preselected items; and a clerk
preparing the preselected items for evaluation by the customer at
or before said particular time.
43. The method of claim 42, wherein the customer maintains a
customized profile in a database, said customized profile
identifying preferences of the customer including a list of said
characteristics of said items.
44. The method of claim 43, wherein the customer is offered special
offers from the store based on the contents of the customer's
customized profile.
45. The method of claim 43, wherein the customized profile is
linked to a unique customer identifier and access to the customized
profile is denied without said unique customer identifier.
46. The method of claim 45, wherein the unique customer identifier
comprises a biometric scan, an access card, a retinal scan, a
password, or a key fob.
47. The method of claim 42, further comprising storing the
customer's shopping reservation in a database and using the
customer's shopping reservation in precision marketing to the
customer and/or providing discount offers, special offers, and/or
gifting options to the customer.
48. The method of claim 42, wherein the customized profile further
includes the customer's travel preferences, restaurant preferences,
entertainment preferences, and/or combinations thereof.
49. A system for improving efficiency of customers shopping in a
store, comprising: a customer kiosk or customer terminal located at
or near the store through which a customer creates a shopping
reservation including a preselection of items of interest available
from the store for purchase at a particular time as well as
customer preferences for characteristics of said items, said
customer kiosk or terminal further including means for validating
the shopping reservation when the customer is present at the store
and available to evaluate the preselected items; and a point of
sale device that accepts the reservation from the customer kiosk or
computer terminal, facilitates purchase of one or more of said
items, and creates a record accessible by said customer kiosk or
computer terminal identifying the purchased item(s).
50. The system of claim 49, further comprising a web server
including software that is used by the customer to create the
reservation including the shopping reservation and to store the
reservation at least until the customer is validated as present at
the store.
51. The system of claim 50, wherein the web server further
comprises a customized profile for the customer, said customized
profile including a list of said customer preferences for said
characteristics of said items.
52. The system of claim 49, further comprising a customized profile
in a database accessible by said customer at said customer kiosk or
computer terminal, said customized profile including a list of said
customer preferences for said characteristics of said items.
53. The system of claim 52, further comprising a database
management system that provides special offers from the store to
the customer based on the contents of the customer's customized
profile.
54. The system of claim 49 further comprising customer
authentication means for authenticating the customer using a unique
customer identifier.
55. The system of claim 54, wherein the unique customer identifier
comprises a biometric scan, an access card, a retinal scan, a
password, or a key fob.
56. The system of claim 53, wherein the database management system
stores the customer's shopping reservation in the database and uses
the customer's shopping reservation in precision marketing to the
customer and/or in providing discount offers, special offers,
and/or gifting options to the customer.
57. The system of claim 52, wherein the customized profile further
includes the customer's travel preferences, restaurant preferences,
entertainment preferences, and/or combinations thereof.
58. A computer readable storage device comprising executable
instructions stored thereon that when executed by a processor
causes said processor to enable a customer to create a shopping
reservation including a preselection of items of interest available
from the store for purchase at a particular time as well as
customer preferences for characteristics of said items, said
executable instructions further including means for validating the
shopping reservation when the customer is present at the store and
available to evaluate the preselected items and means for storing a
record of any purchased item(s).
59. The computer readable storage device of claim 58, wherein the
executable instructions create a customized profile in a database
accessible by said customer, said customized profile including a
list of said customer preferences for said characteristics of said
items.
60. A web server comprising a processor, a first memory including
executable instructions stored therein that when executed by said
processor causes said processor to enable a customer to create a
shopping reservation including a preselection of items of interest
available from the store for purchase at a particular time as well
as customer preferences for characteristics of said items, and a
second memory that stores a record of any purchased item(s).
61. The web server of claim 60, further comprising a customized
profile in a database accessible by said customer, said customized
profile including a list of said customer preferences for said
characteristics of said items.
62. The web server of claim 61, further comprising a database
management system that provides special offers from the store to
the customer based on the contents of the customer's customized
profile.
63. The web server of claim 62, wherein the database management
system stores the customer's shopping reservation in the database
and uses the customer's shopping reservation in precision marketing
to the customer and/or providing discount offers, special offers,
and/or gifting option to the customer.
64. The web server of claim 61, wherein the customized profile
further includes the customer's travel preferences, restaurant
preferences, entertainment preferences, and/or combinations
thereof.
Description
TECHNICAL FIELD
[0001] The present invention relates to a system and method for
improving customer wait time, customer service and marketing
efficiency in the restaurant, retail, travel, and entertainment
industries and, more particularly, to a system and method including
an Internet preordering system accessible online or onsite at
free-standing kiosks located in or near client properties in which
customers may create profiles for the requested services and
provide such information to the service provider in advance of the
customer's arrival for the requested services. When the customer
arrives, the customer identifies himself/herself and the preorder
is accessed, verified and/or modified. The preorder is then
forwarded to the service provider and the delivery of the service
is optimally timed to the readiness of the customer. The customer's
profile and preorder information are maintained in a database and
used for in-house precision marketing campaigns and
cross-promotional opportunities.
BACKGROUND OF THE INVENTION
[0002] Companies in the restaurant, retail, travel, and
entertainment industries are constantly seeking new promotions for
attracting new customers, moving them through the purchasing
process more efficiently, and increasing revenues. Additionally,
these entities also constantly seek new ways to improve customer
retention. In recent years, technology has been used to implement
new ways to attract customers and to create store-specific customer
profiles and the like for purposes of improving target marketing.
The Internet has facilitated such efforts by enabling data
management of the collected customer information.
[0003] For example, the Internet has been used to facilitate
on-line ordering of pizza through the web sites of several pizza
chains. The Internet has also been used to facilitate the placement
of customer reservations at eat-in restaurants. See, for example,
OpenTable.com, themagellannetwork.com, guestbridge.com,
avenista.com, and imagicrestaurantsoftware.com. Additionally,
systems have been proposed whereby a customer may access a webpage
and choose restaurants by wait time, which is adjusted in
real-time.
[0004] In addition, a handful of software companies specialize in
software solutions for restaurants that allow the restaurants to
"turn tables" more efficiently. For example, such systems are
provided by ntnwireless.com, qsrautomation.com, guestbridge.com,
and nurol.com. However, the solutions offered by such companies are
generally limited to seating, scheduling, kitchen management, food
presentation, and wait time calculations. Such companies also
provide complementary hardware devices such as hostess computer
stations, handheld ordering devices that wait staff in restaurants
may use to send orders directly back to the kitchen for
preparation, and a variety of self-check-in/checkout systems used
in grocery and department stores, at airline check-in stations, and
the like.
[0005] Also, a variety of Internet solutions are available that
assist companies in collecting customer data for purposes of direct
marketing. However, such information is generally limited to
demographic information and purchase information when goods are
purchased.
[0006] Despite the efficiencies introduced by these systems, much
remains to be done to enhance the customer experience when
traveling or visiting restaurant, retail, travel, and entertainment
establishments. For example, the customer experience is
significantly improved when the customer wait time is reduced.
Profits of restaurant, retail, travel and entertainment
establishments could also be significantly increased by improved
customer turnover due to increased efficiencies. Also, shorter wait
times would lead to fewer customers being lost during peak times as
fewer customers would decide to abandon the wait queue. Thus, a
system and method is desired that improves customer service by
minimizing customer wait time while also improving accuracy of
service requests and marketing efficiency by collecting data
relating to customer service preferences for restaurant, retail,
travel, and entertainment. The collected data may be used to
profile customer purchasing choices for such disparate items as
condiment preferences, suit cut, preferences for a baggage handling
service, and the like for use in improving marketing efficiencies.
The present invention has been designed to meet such needs in the
art.
SUMMARY OF THE INVENTION
[0007] The present invention addresses the above-mentioned needs in
the art by providing a web based and/or kiosk based preordering
system and customer management system that, in a restaurant
embodiment, interfaces with conventional seating management and/or
kitchen management systems to minimize undesirable delay time
during a customer's dining experience. In a travel embodiment, the
customer's affinities are used to propose travel packages with
hotels and restaurants that match the customer's travel affinities.
Similarly, in an entertainment embodiment, the customer's
entertainment affinities are used to propose entertainment packages
that match the customer's entertainment affinities. In a shopping
embodiment, a customer may arrange a shopping event where the
customer may go to a participating store and have purchase options
waiting for review, where such options satisfy the customer's
shopping requirements set forth in the shopping event.
[0008] In an exemplary embodiment, customers access a web site and
create a user profile that is linked to the customer's email
address or some other customer identifier. Once registered, the
customer is granted access to the menus or other service options of
a restaurant or other service providers. In the case of a
restaurant, the customer may create menu preferences that may be
accessed at any participating restaurant. For example, the common
menu of a franchised restaurant chain is provided and the customer
creates a customized profile of desirable menu options that may be
accessed at any chain of the franchise or at corporate or
independently owned stores. The registered customers may also make
a reservation at any such participating restaurant for a party of
any size in advance (for example, up to 24 hours) of the
reservation time. Additionally, the meal order for each guest in
the party may be completed in advance and maintained on a server,
with the reservation time. When the party arrives at the designated
reservation time, the customer accesses the reservation and meal
order stored on the server at a kiosk or terminal located at or
near the restaurant and connected to the server via the Internet,
for example. The customer's identity is verified either by a
biometric scan, access card, retinal scan, password, key fob, or
the like at the kiosk or terminal. After the verification process,
the customer may retrieve the party's meal order, make any desired
changes, and then verify the meal order. Once the meal order is
verified, the customer may finalize the order and proceed to the
hostess kiosk where the meal order is accessed by the restaurant
staff. If desired, the meal may be pre-paid or tied to a credit
card for later settlement.
[0009] Once the meal order is placed, the customer may be entered
into a seating management system or placed in a wait queue in the
traditional manner. The customer is then immediately seated or
asked to wait until an appropriate table is available. Either when
the party is seated or at an appropriate time prior to seating
(based on a comparison of the seating wait queue to the kitchen
wait queue), the meal order is forwarded to the kitchen for meal
preparation. The kitchen may or may not also have a computerized
kitchen management system into which the order is placed. The
timing would be arranged such that the customers received their
appetizers, drinks and entrees shortly after being seated.
[0010] The system and method of the invention thus save the time
for waiting for the customer's orders to be taken and ties the
timing of the order fulfillment to the seating of the customer. The
customer's wait time is thus reduced and the restaurant's tables
are also turned over more efficiently. Also, valuable marketing
information, such as what the customer ordered, can be stored and
later used to direct market the customer, to adjust menu options,
and the like. For example, general discount offers can be sent to
all customers who have ordered particular entrees or are likely to
order particular entrees. Also, special offers and coupons can be
sent to the customer via email and/or accessed by the customer at
terminals in the restaurant.
[0011] In the exemplary embodiment where the service provider is a
restaurant, walk up customers may also be accommodated by the
on-site kiosk or customer terminal. If the walk up customer does
not have a profile, one can be created that is linked to customer
identification information such as a biometric scan, an access
card, a retinal scan, a key fob, a password, and the like, that is
inputted at the on-site kiosk or customer terminal. Once a customer
profile is created, or if the customer already has a profile, the
customer can enter the number of people in the party and access the
restaurant's menu and enter meal orders for the party. Once the
meal order is completed, the same process is followed at the
hostess kiosk as in the case of the reservation and meal order
placement option via the restaurant's web site as noted above.
[0012] The techniques of the invention may also be used to improve
efficiencies in other hospitality and entertainment venues. For
example, travelers may store their personal profile data such as
preferred seat choice, food preference, preferred hotels, preferred
car rental agency, preferred check-in process, in a database. The
seat choice may include aisle or window, tail or wing, and class
sectioning. The database may be mined to identify customers that
may be interested in last minute travel deals based on their most
frequently or most recently used travel destinations. The last
minute opportunities would be provided based on specific
preferences set by the customer in the customer's profile. The
designated check-in process may include the opportunity for bags to
be picked up in advance or mailed via express mail before the
travel date and arranged to be delivered to the traveler's hotel
room to be waiting for the traveler when the traveler arrives.
[0013] Similarly, the customer's entertainment preferences may be
maintained in the customer's account with the meal and travel
preferences. For example, the customer's movie buying preferences
may be maintained so that upon the release of a type of movie
preferred by the customer special purchase offers will be sent to
the customer based on the customer's profile.
[0014] On the other hand, in a shopping embodiment, a customer may
arrange a shopping event where the customer may go to a
participating store and have purchase options waiting for review.
For example, if the customer is planning to shop for clothing, an
event is created identifying the type of clothing desired (e.g., a
wedding dress), the customer's sizes and affinities, and when the
customer is to be expected at the store. The event is forwarded to
the store of interest and sample clothing satisfying the event
requirements is prearranged for the customer's review upon arrival,
thus providing a more efficient shopping experience.
BRIEF DESCRIPTION OF THE DRAWINGS
[0015] The foregoing summary, as well as the following detailed
description of the embodiments of the present invention, will be
better understood when read in conjunction with the appended
drawings. For the purpose of illustrating the invention, there are
shown in the drawings embodiments which are presently preferred. As
should be understood, however, the invention is not limited to the
precise arrangements and instrumentalities shown. In the
drawings:
[0016] FIG. 1 is a block diagram representing a general purpose
computer system in which aspects of the present invention and/or
portions thereof may be incorporated;
[0017] FIG. 2 is a flow diagram showing the process flow through a
web site implementing the efficiency system of the invention for
preordering food for restaurant dining;
[0018] FIG. 3 is a flow diagram showing the process flow through a
kiosk or customer terminal available on-site at a restaurant to
create and/or access the customer's profile and preorder data;
[0019] FIG. 4 is a flow diagram illustrating the interaction of the
process of the embodiment of FIGS. 2 and 3 with seating management
systems and kitchen management systems;
[0020] FIGS. 5A-5G illustrate sample screen shots that may be
presented to a customer at a kiosk when accessing the system of the
invention;
[0021] FIG. 6 is a flow diagram showing the process flow through a
web site implementing the efficiency system of the invention for
preordering clothing for consideration by a customer during a
shopping trip;
[0022] FIG. 7 is a flow diagram showing the process flow through a
kiosk or customer terminal available on-site at a store to create
and/or access the customer's profile and shopping event data;
[0023] FIG. 8 is a flow diagram illustrating the fulfillment of a
reserved shopping event created in the embodiment of FIGS. 6 and
7;
[0024] FIG. 9 is a flow diagram showing the process flow through a
web site implementing the efficiency system of the invention for
ordering customized travel services; and
[0025] FIG. 10 is a flow diagram showing the process flow through a
kiosk or customer terminal available on-site at a store to create
and/or access the customer's profile and travel event data.
DETAILED DESCRIPTION OF THE INVENTION
[0026] A detailed description of illustrative embodiments of the
present invention will now be described with reference to FIGS.
1-10. Although this description provides a detailed example of
possible implementations of the present invention, it should be
noted that these details are intended to be exemplary and in no way
delimit the scope of the invention.
Computer Environment
[0027] FIG. 1 and the following discussion are intended to provide
a brief general description of a suitable computing environment in
which the present invention and/or portions thereof may be
implemented. Although not required, the invention is described in
the general context of computer-executable instructions, such as
program modules, being executed by a computer, such as a client
workstation or a server. Generally, program modules include
routines, programs, objects, components, data structures and the
like that perform particular tasks or implement particular abstract
data types. Moreover, it should be appreciated that the invention
and/or portions thereof may be practiced with other computer system
configurations, including hand-held devices, multi-processor
systems, microprocessor-based or programmable consumer electronics,
network PCs, minicomputers, mainframe computers and the like. The
invention may also be practiced in distributed computing
environments where tasks are performed by remote processing devices
that are linked through a communications network. In a distributed
computing environment, program modules may be located in both local
and remote memory storage devices.
[0028] FIG. 1 is a block diagram representing a general purpose
computer system in which aspects of the present invention and/or
portions thereof may be incorporated. As shown, the exemplary
general purpose computing system includes a conventional personal
computer 120 or the like, including a processing unit 121, a system
memory 122, and a system bus 123 that couples various system
components including the system memory to the processing unit 121.
The system bus 123 may be any of several types of bus structures
including a memory bus or memory controller, a peripheral bus, and
a local bus using any of a variety of bus architectures. The system
memory includes read-only memory (ROM) 124 and random access memory
(RAM) 125. A basic input/output system 126 (BIOS), containing the
basic routines that help to transfer information between elements
within the personal computer 120, such as during start-up, is
stored in ROM 124.
[0029] The personal computer 120 may further include a hard disk
drive 127 for reading from and writing to a hard disk (not shown),
a magnetic disk drive 128 for reading from or writing to a
removable magnetic disk 129, and an optical disk drive 130 for
reading from or writing to a removable optical disk 131 such as a
CD-ROM or other optical media. The hard disk drive 127, magnetic
disk drive 128, and optical disk drive 130 are connected to the
system bus 123 by a hard disk drive interface 132, a magnetic disk
drive interface 133, and an optical drive interface 134,
respectively. The drives and their associated computer-readable
media provide non-volatile storage of computer readable
instructions, data structures, program modules and other data for
the personal computer 120.
[0030] Although the exemplary environment described herein employs
a hard disk, a removable magnetic disk 129, and a removable optical
disk 131, it should be appreciated that other types of computer
readable media which can store data that is accessible by a
computer may also be used in the exemplary operating environment.
Such other types of media include a magnetic cassette, a flash
memory card, a digital video/versatile disk, a Bernoulli cartridge,
a random access memory (RAM), a read-only memory (ROM), and the
like.
[0031] A number of program modules may be stored on the hard disk,
magnetic disk 129, optical disk 131, ROM 124 or RAM 125, including
an operating system 135, one or more application programs 136,
other program modules 137 and program data 138. A user may enter
commands and information into the personal computer 120 through
input devices such as a keyboard 140 and pointing device 142. Other
input devices (not shown) may include a microphone, joystick, game
pad, satellite disk, scanner, or the like. These and other input
devices are often connected to the processing unit 121 through a
serial port interface 146 that is coupled to the system bus, but
may be connected by other interfaces, such as a parallel port, game
port, or universal serial bus (USB). A monitor 147 or other type of
display device is also connected to the system bus 123 via an
interface, such as a video adapter 148. In addition to the monitor
147, a personal computer typically includes other peripheral output
devices (not shown), such as speakers and printers. The exemplary
system of FIG. 1 also includes a host adapter 155, a Small Computer
System Interface (SCSI) bus 156, and an external storage device 162
connected to the SCSI bus 156.
[0032] The personal computer 120 may operate in a networked
environment using logical connections to one or more remote
computers, such as a remote computer 149. The remote computer 149
may be another personal computer, a server, a router, a network PC,
a peer device or other common network node, and typically includes
many or all of the elements described above relative to the
personal computer 120, although only a memory storage device 150
has been illustrated in FIG. 1. The logical connections depicted in
FIG. 1 include a local area network (LAN) 151 and a wide area
network (WAN) 152. Such networking environments are commonplace in
offices, enterprise-wide computer networks, intranets, and the
Internet.
[0033] When used in a LAN networking environment, the personal
computer 120 is connected to the LAN 151 through a network
interface or adapter 153. When used in a WAN networking
environment, the personal computer 120 typically includes a modem
154 or other means for establishing communications over the wide
area network 152, such as the Internet. The modem 154, which may be
internal or external, is connected to the system bus 123 via the
serial port interface 146. In a networked environment, program
modules depicted relative to the personal computer 120, or portions
thereof, may be stored in the remote memory storage device. It will
be appreciated that the network connections shown are exemplary and
other means of establishing a communications link between the
computers may be used.
[0034] Computer 120 typically includes a variety of computer
readable media. Computer readable media can be any available media
that can be accessed by computer 120 and includes both volatile and
nonvolatile media, removable and non-removable media. By way of
example, and not limitation, computer readable media may comprise
computer storage media and communication media. Computer storage
media include both volatile and nonvolatile, removable and
non-removable media implemented in any method or technology for
storage of information such as computer readable instructions, data
structures, program modules or other data. Computer storage media
include, but are not limited to, RAM, ROM, EEPROM, flash memory or
other memory technology, CDROM, digital versatile disks (DVD) or
other optical disk storage, magnetic cassettes, magnetic tape,
magnetic disk storage or other magnetic storage devices, or any
other medium which can be used to store the desired information and
which can be accessed by computer 120. Combinations of any of the
above should also be included within the scope of computer readable
media that may be used to store source code for implementing the
flow charts described in detail below.
Web Site Implementation
[0035] FIG. 2 is a flow diagram showing the process flow through a
web site implementing the efficiency system of the invention. As
illustrated, the web site is hosted by a server 200 that includes
memory for storing the source code for implementing the logic flow
as well as a database 210 and a database management system (not
shown) for storing and managing the data input by the customer.
Server 200 preferably includes a configuration of the type
described above with respect to FIG. 1.
[0036] As illustrated in FIG. 2, upon accessing the web site, the
customer is asked at 220 whether he/she has a linked profile that
permits access to information stored in the database 210. If it is
the customer's first visit to the web site and/or the customer does
not have an account, then at 222 an account is created that is
linked, for example, to the customer's email address and other
customer identification information 224. The customer
identification information may further include identification
unique to the customer such as a biometric scan, an access card, a
retinal scan, a key fob, a password, an email address, and the
like. Once the customer has an account, the customer may chose to
read about services offered through the web site (226) or chose to
login to the customer's account at 228 to access the customer's
profile (if one has already been created). The customer is
presented with options at 230, including modifying the customer's
profile at 232. If the customer opts to modify his/her profile,
then the new customer information and preferences are stored at
234.
[0037] At 230, the customer also may choose to access at least one
of the following options: travel 236, shopping 238, entertainment
240, and restaurants 242. In each instance, the customer is allowed
to select one or more of a variety of options, to view special
marketing offers generated from the customer's data, and to create
and/or view the customer's preferences. The restaurant option 242
will be described in more detail herein as an exemplary embodiment
and some additional description of travel option 236, shopping
option 238, and entertainment option 240 will also be described
below. Those skilled in the art will appreciate that, in each
instance, the customer is given the option of saving a profile that
is used to improve the efficiency of the customer's use of the
available service and that the saved profile may be used for
efficient direct marketing of the customer.
[0038] In the case of using customer profiles to improve the
efficiency of a restaurant experience, the customer selects an
available restaurant at 244. An "available" restaurant is a
restaurant that implements the system of the invention and makes
its menu available to the customer via the web site described in
FIG. 2. The customer then selects the available options at 246 for
the selected restaurant. For example, the customer may create or
view meal preferences at 248, view special marketing offers at 250,
create an event at 252, or modify an event at 254.
[0039] If the customer opts to create an event at 252, the customer
selects an event size at 256. For example, the customer may select
the proposed date and time for the event for a designated number of
people using a conventional reservation system (as available). If a
conventional reservation system is not used by the selected
restaurant, then only the party size needs to be inputted at 256.
Once the date and time of arrival is determined (as available) and
the size of the party is provided at 256, the members of the party
are input by name (or other identifier) at 258 and a meal
preference for each member is selected from the restaurant's menu
and inputted into the event record for each member (258, 260, 262).
The process continues until all selections have been made and the
event is given a name at 264 and saved in database 210 at 266. Once
the event is saved (268), the customer may choose to view or modify
the event at 254. Once the event creation/modification is complete
at 270, the customer may logout at 272 or return to 230 or 246 to
make a further selection.
[0040] When creating a meal preference at 258, 260 and 262 for each
member of the party, each customer may order for each member of the
party an appetizer from the appetizer menu, a drink from a drink
menu, an entree from an entree menu, a dessert from a dessert menu,
and the like, before confirming the meal order and moving on to the
next member of the party. The other party members may be processed
as "guests" of the customer with the account, or if other party
members also have accounts, they may access or create their own
profile and tie it to the event. Each party member may identify
himself/herself using biometric data, an access card, a retinal
scan, a key fob, a password, an email address and the like, or the
member may simply be tied to the identification for the customer
who created the event. Each customer with an account may also
retrieve a saved profile, saved favorites or recent orders and may
be allowed to view special marketing offers (coupons) and the
like.
[0041] On the other hand, if a customer elects to create or view
meal preferences at 248, a meal preference profile is created at
272 for the customer for the selected restaurant and stored as the
customer's "favorite menu" 276, including favorite drinks 276a,
favorite appetizers 276b, favorite entrees 276c, and favorite
desserts 276d. If the customer opts to view or modify his/her meal
preference profile at 278, then the customer may view his/her order
history 280 and modify and/or save the order history as the
customer's favorite menu at 282. The menu items 276a, 276b, 276c
and 276d would be updated accordingly.
[0042] Finally, if the customer opts to view marketing offers at
250, any applicable offers may be applied to the event and/or meal
preferences at 284.
[0043] All of the above information is stored in database 210 for
access by the customer and for providing to the restaurant upon
entry as will be explained below with respect to FIGS. 3 and 4.
Kiosk Implementation
[0044] The method of the invention may be implemented with or
without the availability of a menu through a web site as described
above with respect to FIG. 2. Whether or not the system includes
the web site described with respect to FIG. 2, a kiosk or other
customer terminal 300 is provided at or near the restaurant. The
kiosk 300 is programmed with source code that implements the
functionality illustrated in the flow diagram of FIG. 3, which
shows how the customer may create and/or access and/or modify the
customer's profile and order data. In an exemplary embodiment, the
kiosk 300 includes a touch screen to facilitate customer data
entry. Also, the kiosk 300 preferably includes a configuration of
the type described above with respect to FIG. 1.
[0045] In accordance with the method of the invention, upon
entering the restaurant implementing the system of the invention,
the customer approaches kiosk 300. The customer is asked at 302
whether he/she has a profile linked to unique identifying
information that permits access to information stored in the
database 210. If it is the customer's first visit to the web site
and/or the customer does not have an account, then at 304 an
account is created that is linked, for example, to the customer's
email address and other customer identification information as
described above with respect to 224. The customer logs in at 306 by
providing appropriate biometric identification data, password,
access card, retinal scan, key fob, or the like and accesses
his/her profile stored in database 210 via an Internet or other
network connection. If an event has already been created and stored
(for example, via the web site as described above with respect to
FIG. 2), the customer is given the option to access the existing
event at 308. If an existing event is to be selected, it is
selected by name at 310, modified as appropriate at 312 (for
example, guest may be added or subtracted and meals may be
modified), and the event order is confirmed at 314. For example, to
confirm the event, the customer may simply select a confirmation
option on the kiosk interface or, conversely, confirmation may not
be permitted until all members of the party have been identified to
the system using the biometric data or some other unique
identification of each member. If not ready to complete the order
confirmation for any reason (e.g., all members of the party are not
yet present), the customer may be asked to return when ready to
proceed. Note that it is important in accordance with the invention
to not proceed until all members are present as confirmation of the
order may create an obligation to pay for the ordered items. Once
the event is confirmed at 314, the total price of the order may be
calculated at 316 and submitted to the hostess station at 318 for
processing in accordance with the flow of FIG. 4.
[0046] On the other hand, if no existing event has been created or
if the customer wishes to modify the event or create a new event,
the customer is presented with the available options for the
selected restaurant at 320. The options are generally the same as
those described above with respect to FIG. 3 and thus have been
given similar reference labels (for example, 348 corresponds to 248
and the like). Once completed, the event is confirmed at 314 and
passed to the hostess station (FIG. 4).
Hostess Kiosk
[0047] FIG. 4 is a flow diagram illustrating the interaction of the
process of the invention with seating management systems and
kitchen management systems that may be employed by the restaurant.
In other words, the underlying software accommodates use in hostess
stations that are connected to kitchen management software, seating
management software, neither software package, or both. As
illustrated, the event is submitted to the hostess station 400,
which includes a hostess kiosk of the type available, for example,
from kiosk.com. The hostess station 400 may be connected to the
kiosk 300 in a local area network, by direct connection, via the
Internet, or any other communication device known to those skilled
in the art. Also, the hostess station 400 may include a local or
remote database 410 that cooperates, as appropriate, with
conventional seating management and/or kitchen management software
to manage the customer seating and meal preparation based on the
meals ordered in the event. Hostess station 400 also preferably
includes a computer configuration of the type described above with
respect to FIG. 1.
[0048] Upon receipt of the event at the hostess station 400, the
event (by party name) enters a seating queue at 412. Optionally,
the invoice for the order may be paid in advance at 414, or a
credit card may be provided to hold the event upon until settlement
at the end of the meal. Once the event has been paid or the credit
card has been swiped (or if such options are not desired) at 416,
the software loaded into the hostess station works in one of
several ways depending upon whether the restaurant implement a
seating management system, a kitchen management system, neither, or
both as determined at 418. As illustrated, if neither system is
used (420), the restaurant employee (e.g., hostess) manually
communicates the customer order (event) to the kitchen staff once
the projected wait time for seating is less than or equal to the
kitchen preparation time (422). The database 410 is updated
accordingly at 424. Similarly, if it is determined at 426 that no
seating management software is being used, then the hostess
manually adds the table number to the customer order at 428 and the
database 410 is updated at 424, and if it is determined at 430 that
no kitchen management software is being used, then the hostess
manually communicates the customer order (event) to the kitchen
staff at 432 and the database 410 is updated at 424.
[0049] On the other hand, if it is determined at 426 that seating
management software is being used and at 434 that no kitchen
management software is being used, the employee adds a seating
assignment to the populated order at 436 and delivers the order
with a seating assignment to the kitchen staff when the customer
wait time is less than or equal to the kitchen preparation time. At
438, the seating management database 440 and database 410 are
updated. Similarly, if it is determined at 430 that kitchen
management software is being used and at 442 that no seating
management software is being used, the employee approves the order
and sends the order at 444 to the kitchen staff when the customer
wait time is less than or equal to the kitchen preparation time. At
446, the kitchen management database 448 and database 410 are
updated.
[0050] Finally, if it is determined at 450 that the restaurant has
a kitchen management system and a seating management system, then
at 452 the seating management system will automatically tell the
kitchen management system to begin cooking the food as soon as the
kitchen preparation time is less than or equal to the seating wait
time. The seating management software 440 and kitchen management
software 448 then are appropriately updated at 454 and 456,
respectively.
[0051] Once the table for the party is ready at 458, the party is
seated and the food (which has already been ordered and the order
placed with the kitchen staff) arrives a few minutes later
(460).
Method of Use of the System of FIGS. 1-4
[0052] Those skilled in the art will appreciate that the system
described above with respect to FIGS. 1-4 affords a customer with
an account the option of registering an order in advance using the
account via the web site (FIG. 2) so long as the restaurant is one
of those available to the customer via the system. Optionally, the
customer may walk in and access a kiosk or customer terminal (FIG.
3) that affords the customer the opportunity to create a preorder
that is ready to submit just before or at the time the customer is
seated. In either case, when the customer arrives at the hostess
kiosk (FIG. 4), he/she/they may approve and pay for the order or
swipe a credit card to open a payment account that is settled at
the end of the meal. A touch screen beside or as part of the
hostess kiosk 400 may be provided for this purpose. Of course,
customers may also pay in the traditional manner. The preorder is
then submitted to the kitchen at a time when the wait time is less
than or equal to the kitchen preparation time. In any event, it is
contemplated that the order is submitted by the time the customer's
party is seated.
[0053] FIGS. 5A-5G illustrate sample screen shots that may be
presented to a customer when accessing the kiosk 300. In FIG. 5A,
the customer is given the option of creating a profile or selecting
a profile. In FIG. 5A, the customer already has a profile so the
customer is asked to input his/her profile name and password. As
shown in FIG. 5B, the customer (Bilbo) is identified and is asked
to select one of the indicated events or to create a new event. In
FIG. 5C, the customer (Bilbo) elects to create a new event. In FIG.
5D, the new event (Family Reunion) is created by inputting the
guest names. In FIG. 5E, the guest (Mel Bilbo) is asked to select
his meal options. In this case, Mel may choose from the menu
options at the top of the page or from his favorites (from his
stored profile) listed at the bottom of the page. This process
repeats for all guests until an order is completed as shown in FIG.
5F. As also shown in FIG. 5F, guest Mel has elected to substitute a
sirloin for his burger. Once the order is confirmed, an order
confirmation page (in this case requesting payment) is generated as
shown at FIG. 5G. A similar presentation may also be made through
the web site when generating an event order pursuant to the flow of
FIG. 2.
Other Embodiments
[0054] As noted above with respect to FIG. 2, the efficiency system
of the invention may also be used to improve shopping, travel, and
entertainment access by the customer.
[0055] Shopping
[0056] If the customer elects the shopping option 238 in FIG. 2, a
flow similar to that illustrated in FIG. 2 will present the
customer with similar options for creating or implementing the
customer's shopping profile. Such a flow is illustrated in FIG. 6,
where the options utilize the same profile database system as those
described above with respect to FIG. 2 and thus have been given
similar reference labels (for example, 648 corresponds to 248 and
the like). For example, as shown in FIG. 6, the customer's profile
may identify the types of consumer goods and the stores the
customer prefers. This profile may be made available to approved
members (e.g., friends and family) to facilitate consumer purchases
for the customer by the customer's authorized contacts (e.g.,
friends and family). Each customer also may have the option to
purchase gift options (e.g., points, dollars, credits, and other
gifting options) toward another customer's account to be used at
any of the companies accessible through the web site of FIG. 2,
including those in the restaurant, travel and entertainment
segments. Also, the customer's profile may be used to provide
precision marketing of sales information and special offers to the
customer(s) in all areas of the consumer marketplace.
[0057] In the shopping embodiment of FIG. 6, a customer can either
shop for himself or herself or for another contact whose email
address they know and are authorized to use to create a shopping
event at 653. Each shopping event will be set according to the
customer's preferences such as, sleeve length, neck size, shape of
cut, athletic build, petite, wide sole, color scheme (e.g., earth
tone), brand names, material type, celebrity choices according to
the customer's posted public/private profile. This gives the
customer the opportunity to shop for himself/herself and/or another
contact using the contact's public profile and/or private profile
when they are so authorized. Preferences can be utilized at any
kiosk or online via the website and customer profile database of
the invention as described above with respect to FIG. 2. A sample
kiosk flow for the shopping e0mbodiment is illustrated in FIG. 7,
where the options are generally the same as those described above
with respect to FIG. 3 and thus have been given similar reference
labels (for example, 748 corresponds to 348 and the like). The
customer can log on to the profile and create an event at 652 where
the customer utilizes his/her preferences for a most efficient
shopping experience. For example, a customer can go to a retail
store and find a store sales clerk with pre-selected clothes
according to size, color tone, etc. for their pre-registered event
in a comfortable dressing room so he/she can purchase items that
they really want without spending an entire afternoon looking for
the right items to purchase, thus eliminating many opportunities
for returned items and wasted time.
[0058] FIG. 8 illustrates the fulfillment of a reserved shopping
event (FIG. 7). As illustrated, the shopping event is confirmed at
an employee kiosk (like hostess station 400 in FIG. 4) by an onsite
employee at 804. The party participates in the event at the
designated time at 806 and selects items for purchase at 808. The
party pays for the selected items at 810 and the database 210 is
updated at 812 to prompt payment options, including any special
offers, discount opportunities, etc. Payment at a point of sale
(POS) register computer 814 is made by communicating payment
authorization (816) and populating the POS register computer 814
for payment (818). The customer's profile is updated/modified and
saved at 820 and the customer exits at 822.
[0059] An added benefit of this embodiment is that a customer can
send and receive gifting opportunities for shopping events via the
system of the invention. The approved customer (giftor) can do this
by accessing the customer's (giftee's) pre-registered event list
(e.g., wedding or birthday) and distribute gift options (e.g.,
points, dollars, credits, and other gifting options) and specified
limit for the customer to spend during the set shopping event or
for a period of time designated by the giftor. This eliminates many
uncomfortable situations while still offering a personalized gift
solution gifting opportunity. The calendared events set by each
customer also will let other authorized customers see upcoming
events that are important to a particular customer (e.g., wedding
shower, baby shower, birthdays, bar mitzvah etc.). Store owners
will appreciate the ease of volume control estimation provided by
booking future shopping events, as is available to restaurants and
other categories using the techniques of the invention. Therefore,
the stores with overstock can quickly distribute items without deep
discounting to those with similar style preferences using the
system of the invention.
[0060] In a multiple user shopping event, the customers can visit
several locations consecutively set as a tour of shopping. For
example, each customer can set their shopping needs such as bathing
suits and evening gowns for day of shopping. Furthermore, the event
can be split into multiple locations (e.g., 10:00 Nordstrom, 10:30
Gap, 11:00 Nieman Marcus, 11:30 Wet Seal) and enjoy lunch at a
participating restaurant in the system database located in the same
shopping mall at 12:00 pm, all set with each customer's preset
profile consumer preferences pre-registered at each location.
Additionally, when stores roll out their new lines, customers can
be notified by email or similar communication (e.g., test message
or sounder) of items they would be interested in based on their
profile.
[0061] Travel
[0062] If the customer selects the travel option 236 in FIG. 2, a
flow similar to that illustrated in FIG. 2 will present the
customer with similar options for creating or implementing the
customer's travel profile. Such a flow is illustrated in FIG. 9,
where the options utilize the same profile database system as those
described above with respect to FIG. 2 and thus have been given
similar reference labels (for example, 948 corresponds to 248 and
the like). For example, as shown in FIG. 9, the customer's profile
may identify the types of flights/planes, preferred flight times,
lodgings, car rental agencies and vehicles, and package deals that
appeal to the customer (986). The customer's profile may also
include the customer's preferred seat choice (aisle or window; tail
or wing; class sectioning), food preference, and check-in process
that is to be applied to each reservation. The customer's travel
profile may be forwarded to any independent third party travel
service to facilitate the customer's travel arrangements by the
travel service.
[0063] Under the travel category, there are several options for
personalized service. As a whole, the system is used to not only
provide notification of travel hotspots, but can present packages
according to the tastes of each customer denoted in their personal
profile. For example, if a customer enjoys New York and San
Francisco and makes frequent travel to these destinations, and
while in these cities, the customer frequents upscale restaurants
(e.g., 3 stars or better and hotels 3 stars or better), the
customer's profile can be used to offer the customer a first class
trip to London as fares come in from travel partners into the
database that meet the customer's profile. Moreover, by accepting
the offer the customer would be given a select few choices set
according his/her specific traveling preferences.
[0064] As an example of such a choice, while booking his/her
reservation or after the reservation is confirmed, the customer
also may elect to use an optional Hassle-Free Baggage Service (988)
whereby the customer may elect to have his/her boxed baggage
transported to his/her confirmed destination within a chosen time
frame (e.g., 24 hours) in advance of travel so that the customer's
baggage may be waiting at the customer's destination hotel (at the
customer's reserved room, if available) prior to the customer's
arrival. If this service is elected, the customer would leave
his/her boxed baggage and attached reservation confirmation at the
door of his/her place of business or residence at least 24 hours
prior to departure. The boxed baggage, after confirmation approval,
would then be transferred via an express carrier service of an
express carrier partner to the city and hotel destination supplied
on the confirmation itinerary. Upon the arrival of the boxed
baggage to the customer's choice of hotel, the hospitality staff of
the hotel will deliver the boxed baggage to the corresponding room
noted on the customer's confirmation itinerary before noon the day
of the customer's flight arrival. The price of this service is
adjusted in accordance with the weight/size requirements, time
constraints, and restrictions of the express carrier service. The
customer's travel profile may also be used to provide precision
marketing to the customer as sell as last minute deals and the like
based on the customer's most frequently and most recently traveled
destinations.
[0065] As a further example, the customer's meal preferences could
be used in the restaurant embodiment above to pre-register the
customer for meals at a local restaurant meeting, as part of an
event package, all of the customer's profile requirements and
preferences. In this case, a combined travel/restaurant event would
be created as a customized event using the customer's profile data
from different profile categories. The customer could thus enjoy
traveling without the stress of planning, hauling baggage, and
wasting time on logistics.
[0066] To illustrate further, the customer could fly into his/her
desired destination and go strait to his/her favorite restaurant in
the destination city knowing that his/her baggage will be waiting
in his/her hotel room. On the logistics side of the event, by
storing favorite destinations and/or dream locations, meal
preferences, and lodging inclinations, the system of the invention
will automatically assess available travel deals that are custom
designed to the customer's exact purchasing preferences. Therefore,
the customer receives only applicable options based on his/her
purchasing affinity for his/her event package.
[0067] A sample kiosk flow for the travel embodiment is illustrated
in FIG. 10, where the options are generally the same as those
described above with respect to FIG. 3 and thus have been given
similar reference labels (for example, 1048 corresponds to 348 and
the like). In the kiosk example, the customer's profile is
similarly used to make flight arrangements and to arrange for
specialty services, such as the afore-mentioned baggage shipping.
Once the travel order is complete, the travel order may be
submitted to a kiosk/computer terminal 1088 for payment. The
resulting payment data may be used to populate (1090) a payment
database 1092. Payment confirmation is provided to the customer at
1094, and the customer logs out at 1096.
[0068] As a further example, a more technology savvy customer could
access the same convenience through a hand-held GPS device that
would guide the customer through his/her trip itinerary with the
same convenient choices established from the customer's profile.
For example, the same customer arriving in London Heathrow would
have satellite connection through a handheld GPS device that would
instruct the customer from the airport to the airport rental car
h00ub to a designated dinner location where a pre-registered meal
event is waiting there for the customer's approval. The GPS system
would then guide the customer to a preferred hotel. At the hotel,
the customer would find his/her baggage secured in his/her room
after express check-in at a kiosk (FIG. 3) in the hotel lobby.
Because the customer only stays at lodging sites meeting the
customer's preferences (e.g., exercise room and hot breakfast
available), the customer will never be surprised with faulty
lodging advertising common in current online booking applications.
Even more convenient, the customer who appreciates all of the
efficiencies provided by the system of the invention may choose to
stay at a hotel property where the customer will find the system of
the invention installed in the hotel's restaurant and/or lobby. In
places where time is extremely limited and planning is crucial, the
invention will facilitate the sharing of meals with clients in
between business meetings onsite at the hotel property preplanned
as one event including baggage, flight, lodging, meeting, and meal
events. The resulting trip would be maximally convenient,
productive and hassle-free.
[0069] Entertainment
[0070] If the customer elects the entertainment option 240 in FIG.
2, a flow similar to that illustrated in FIG. 2 will present the
customer with similar options for creating or implementing the
customer's entertainment profile. For example, the customer may
identify the type of movies he/she likes to watch and the types of
sporting events he/she likes to attend. This information may be
used to provide targeted marketing of appealing entertainment
options and last minute discounts to the customer in a manner
similar to that described above with respect to the travel option
236.
[0071] Summary
[0072] The efficiency system of the invention frees service
providers to spend more time on actual customer service with many
attendant benefits including customization of services to the
customer, reduced wait time for the customer, increased turnover
and profits for the service provider, improved direct marketing
options for the service provider, and better records of customer
purchases. These and other beneficial characteristics will be
apparent to those skilled in the art based on the above-mentioned
features of the invention.
[0073] It should be understood that this invention is not limited
to the particular embodiments disclosed, but it is intended to
cover modifications within the spirit and scope of the present
invention as defined by the appended claims. The invention is
intended to cover all aspects of consumer purchasing whereby a
consumer may select products and/or services in any and all
categories of the consumer profile database of the invention,
including categories other than restaurants, travel, shopping, and
entertainment. Also, the consumer selections may be made as part of
a single event or as part of a tour of events. Those skilled in the
art will further appreciate that the method of the invention may be
implemented in software and distributed using a computer storage
medium and that such software may be processed by a computer
processor to convert a general purpose computer into a special
purpose processing system that implements the functional
characteristics of the software as herein described. Also, the
reservations including the food order and the shopping events, etc.
may be printed out at the on-site kiosk and handed to the hostess
or attendant for those situations where the hostess or attendant
does not have access to a computer that may received the
reservation/event electronically. All such aspects of the invention
are intended to be covered by the appended claims.
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