350 results about "Customer delight" patented technology

A method and system for interactively and progressively processing and determining customer satisfaction from data gathered within an online community comprises of a group of participants connected via a computer network such as the Internet. A customer satisfaction and experience processing system comprises a participant or user interface (“front interface”), a database, a search engine, a customer satisfaction processing algorithm, an intelligent optimizer, and an optional report generator. The front interface is accessible via the network, thereby allowing any participant to interactively share experiences with respct to listed items (i.e., products or services). The database stores identification information and data pertaining to the participants' satisfaction and experiences with particular items. The algorithm processes the input data and produces ranking scores for individual items. The intelligent optimizer analyzes a participant's individual profile to predict and/or recommend one or more of the items from those offered by many different providers, which are the items most likely to provide the participant with the highest level of satisfaction and the best customer experience. The report generator conducts marketing analysis and produces electronic reports for customers and item providers. The search engine permits retrieval of data from the database upon participants' input queries.

A process and method for collecting, validating, storing, scoring and presenting consumer satisfaction feedback on the delivery of goods and services sold to consumers by service providers. The feedback of consumers is collected by using electronic forms to capture consumer responses to questions on surveys. Consumer feedback is scored over at least three recent periods of time including the past twelve months, the past six months and past three months. The customer satisfaction scores are presented on a plurality of advertising medias.

A global customer satisfaction system includes point-of-sale customer feedback terminals for receiving in-store customer feedback including satisfaction ratings and other customer feedback regarding participating vendors as the customer pays for purchases. The system also includes post-sale customer feedback terminals for receiving more detailed customer feedback regarding the vendors from members after the sales have been completed. The system also includes an aggregation and dissemination system for combining the ratings received form customers into global customer satisfaction ratings for participating vendors, and disseminating the customer satisfaction information through customer satisfaction qualified directories, which are organized or searchable by geographical, type of product or service offered by the participating vendors, and other factors.

A computer program product is provided as a business rating system to rank business that are relevant to a given Internet search topic. Business ratings are stored in a ranking repository that can be optionally searched by the user along with a user-defined search engine query. The business ratings are compiled from on-line questionnaires attached to the search engine results and/or on-line surveys obtained through other web based rating services. The business ratings assess the quality of the businesses in terms of “interactive” criteria such as customer satisfaction, professionalism, and cost and ease of use of the businesses' products or services. The business rating system is comprised of an on-line indexing engine, a query transformer, a search results transformer, a ranking based result sorter, an on-line ranking system, a metadata repository, and an on-line ranking repository. The business rating system integrates the ratings with the search results, and ranks the search results based on such business ratings. In this manner, the user of a search engine receives feedback from other users about businesses of interest. Eventually, businesses with higher ratings will be ranked at the top of the search list, while business with lower ratings will be ranked lower.

Methods and systems for operating an online marketplace for the sale of services associated with self-help moving and relocating are described. A customer enters an online marketplace where service providers offer services relating to moving and relocating, specifically in the "do-it-yourself" moving field. The venue for the online marketplace is an Internet web site or a site on a computer network and is operated by a host that determines which service providers will be listed on the site. A typical self-help moving customer may enter the marketplace after completing an initial transaction with the host, such as reserving a moving truck or trailer and other moving equipment. In many instances this transaction is what initially draws the customer to the site. Once in the marketplace, the customer can view informational content on numerous vendors providing services relating to moving and relocating. Based on the estimates provided by the marketplace, the customer selects the vendor and "purchases/prepays for" his services on the marketplace. The funds are held in escrow until the transaction is fulfilled to the customer's satisfaction. The customer is provided a confirmation code. The code is given to the service provider upon completion of the job. This is the key that unlocks the funds. The marketplace also does not release the funds unless and until all parties are satisfied with the transaction. The customer selects the vendor that best suits the needs and budget of the customer by viewing rates, reviews, ratings, customer feedback, and background information on the vendor. In this manner control over the transaction lies more with the customer than with the vendor

The invention discloses a system and a method for analyzing customer behavior characteristics based on a speech recognition technique. The method comprises the steps that a recording file acquisition engine extracts customer service recoding files from a recording system in a call center at regular time or in real time; a speech recognition module converts the recoding files extracted by the recording file acquisition engine into text files; and a customer behavior analysis module calls a search engine function, analyzes and mines the customer behavior characteristics of an information base in combination with pre-customized rules stored in a semantics rule customization module, and generates information related to customer and/or customer service behavior characteristics. The system and the method for analyzing the customer behavior characteristics are based on the speech recognition technique. Idle audio recording files in the call center are converted into commercial messages with high added value. By providing effective root cause analysis to the performance of the call center, solutions to problems are rapidly provided, actions are taken to reduce call volume and therefore the customer satisfaction is improved.

This invention provides a service quality monitoring and improvement system. It is designed so that a number of different organizations or service providers can use the system simultaneously to obtain satisfaction data from customers and highlight areas for improvement. Customer satisfaction data is conducted at the site where the service or product is provided, to improve the response rate and data quality. For each user organization, the apparatus provides focused questions or information to improve service quality that are selected on the basis of feedback from their own customers. By using the system and making improvements in the areas identified, each user organization may improve the quality of the service it provides—leading to a wider customer base and improved profitability.

The invention provides a customer satisfaction analysis method based on video face expressions. The method comprises the following steps of acquiring customer video data; using an expression method with a base portion to modeling a face shape and an appearance; distinguishing fitting, updating incremental expressions, and carrying out parallel fitting and fitting evaluation; and according to a fitting evaluation result, analyzing customer satisfaction. In the invention, a sample scope is wide, a customer does not need to subjectively evaluate and grade so that man-made subjective factors are eliminated and the data is objective; and simultaneously, a lot of questionnaire data is avoided and manual labor is reduced, and efficiency and accuracy are increased.

The invention discloses an automated intelligent shoe store based on a radio frequency identification (RFID) technology. The automated intelligent shoe store comprises a storehouse and a store, wherein a storehouse personal computer (PC) is arranged in the storehouse; sample shoe exhibition cabinets and a cashier desk are arranged in the store; a plurality of sample shoes are exhibited in the sample shoe exhibition cabinets; an RFID and electronic article surveillance (EAS) integrated anti-theft electronic label buckle is arranged in each sample shoe; a plurality of Pad fixed terminals for clicking and selecting shoes by a customer and a plurality of customer card reader-writers are arranged in the store; upper and lower layers of conveyer belt transportation equipment for transporting the shoes are arranged between the storehouse and the store; and a plurality of trial shoe RFID scanners for identifying trial shoes transported on conveyer belts are arranged at one end of each of the upper and lower layers of conveyer belt transportation equipment, which is positioned in the store. A high-efficiency sale process is finished by self-clicking and selection of the customer, intelligent identification of a system and quick trial shoe transportation, and the customer satisfaction is improved effectively; the number of workers is reduced in the store; the problems of insufficient shopping guides and low quality of service of the shopping guides during customer-flow rush periods can be solved effectively; the time for purchasing shoes by the customer is shortened; the customer-flow capacity in the store is increased; and an automatic shoe purchase flow is realized.

Method and apparatus that facilitates customer retention, churn reduction, and customer satisfaction by predicting customer churn and taking an appropriate action to retain a customer is described. In an example, a customer retention method acquires information indicative of customer service usage by customers. The customer retention method then provides an analysis of the acquired information. The analysis predicts the likelihood of churn for each customer. The customer retention method then identifies affected customers based on the analysis. The customer retention method then automatically selects customer support executives to initiate an action for each of the affected customers. The customer retention method selects the customer support executives based on skill in handling the affected customers, among other factors.

A method and system to assist and guide a customer during a shopping experience in a “brick and mortar” type store in order to provide a more pleasant, effective, and efficient shopping environment is provided. Such a method and system allows a customer to more easily locate and access specific desired items in, for example, a large retail store. The customer can also more easily compare similar items, determine if the desired item or similar items are on sale, whether such items are in stock, issue rain checks on sale items out of stock, assess detailed information on such items, and keep a running account of the costs of the items selected. Such a method and system also provides significant benefits to the retailer, including, for example, increased customer satisfaction, direct communication and interaction with the customer, as well as better inventory control and reduced operating costs.