Big Brother is Watching... But Do Our Customers Care??

We’re kicking off another interesting project this week at hawkeye.  One of our financial service clients has come to us with a really big question…  ”Can we (and frankly, should we) use our customer’s online behavior to trigger an offline follow-up communication?” Our first step is going to be diving into millions and millions of rows of click stream data so that we can wrap our heads around what types of reasonable triggers we can come up with.  We’ll be looking at things like frequent visits to our site within a short time frame, or maybe clicking on a product specific banner ad.  From there, we’ll be building a strategy around what to do with the triggers we’ve defined.  What channel(s) do we use?  How quickly do we follow-up?  How specific is our messaging?  All along the way, we’re going to be walking a very fine line between taking advantage of the “hotness” of the lead, and the risk of our client’s customers feeling that we’re being too intrusive with our marketing efforts.  Should be a lot of fun!