The Play

Append the Activate signal to your own data, so you can prioritize consumers that have loans you are interested in retaining, most of which will be in the money.  For that list of customers, you can monitor for any in-market behavior and time your calls to them accordingly.

Approach

Begin dialing your list of chosen customers as soon as their in-market signal changes from ‘not seen’ to ‘seen’ (‘low’ or ‘high’).  Continue dialing these customer over the next couple of weeks, based on their engagement. If they don’t answer or return voicemails after a month and are still showing in-market activity, consider following up via another channel, such as email or direct mail.

Content Recommendations

The script should be written as a well-timed account check-in to learn more about the customers experience and share any services or offers that they may be interested in. The goal of the content is to have the consumer share more about their in-market shopping behavior and advance the conversation to a specific offer that is a great fit for recapturing the customer.

NOTE: Loan Officers should NOT be told that the Activate signal is an in-market shopping indicator as that could lead to the LO mentioning it to the customer, resulting in a negative experience.