Tom Spitale TOPICS: Health Care Customer Service FEE CATEGORY:* 10.0k to 15.0k TRAVELS FROM: Pennsylvania Profile Request This Speaker

Tom Spitale: Profile

"The Future of Health Care Call Centers: Building One-to-One Strategies to Create Interactions with Customers that are Relevant and Impactful"


As health insurance competition heats up, so does the race to find and retain highly-profitable, healthy customers. Unfortunately, health insurance call centers are not usually designed with the needs of the most profitable customers in mind.

Today's call center needs to continue to serve those with health problems efficiently and cost-effectively. However, forward thinking health insurers are beginning to build strategies to ensure that their infrequent contact with healthy customers is used as the foundation for building deeper relationships. These companies are providing call center representatives with relationship-building information and tools that will position the health insurance company to take on the role of trusted agent - focused on keeping healthy customers healthy.

One-to-one strategies address both goals -- aiding companies in understanding how to efficiently serve the sick, and building strategies to create additional interactions with healthy customers that are relevant and impactful.

Biographical Note

Tom Spitale is one of the most seasoned and versatile practitioners in the young history of CRM consulting. He joined Peppers and Rogers Group in 1997 as a speaker/trainer and researcher, subsequently moving to the company’s growing consulting practice in 1998. This diversity of experience underscores three powerful reasons why Tom is a sought-after consultant for Fortune 100 CRM initiatives.

First and foremost, Tom’s communication abilities – honed through delivering scores of keynote presentations and briefings – enable executives and managers to clearly understand the business benefits of 1to1 strategies. Secondly, his facilitation skills – shaped by leading dozens of one-to-one visioning workshops across an amazing array of industries – lead clients to understand the applicability of CRM principles to their own competitive circumstances. Third, his consulting talents – formed by leading a diversity of projects ranging from healthcare, financial services, direct marketing, software and Web-related initiatives – help organizations through the practical implications of executing a one-to-one strategy. Tom has been a part of consulting engagements for an impressive client list of Fortune 100’s such as Ford, Crutchfield, Boise Cascade, and Highmark.

He is considered one of Peppers and Rogers’ most experienced and knowledgeable consultants in the area of needs-based differentiation (and resulting customization) and contributed strongly to the organization’s methodology in that area. In addition, Tom is a frequent speaker/lecturer at both internal training events and at Peppers and Rogers’ 1to1 Institute sessions for external clients.

Previously, Tom achieved success in three of the most demanding and respected corporate cultures in the country. He accomplished dramatic growth in his areas of responsibility at Wal-Mart’s Sam’s Club (300% in two years) and at RJR/Nabisco (200% in two years). At GE Capital’s credit card unit, he was a recipient of the coveted Pinnacle Award for quadrupling cross-sell profits in just two years.

Other Topics

• Building Customer Loyalty Through the Web Site
• Creating Profitable Customers in a Down Economy
• Building Customer Loyalty Through Various Channels
• CRM - Turn Your Call Center into a Profit Center
• Building Customer Loyalty while Increasing Share Holder Value

 

* Please note that while this speaker's specific fee falls within the range posted at the top of this page (for Continental U.S. based events), fees are subject to change without notice. Also note that most celebrity keynotes begin in the $25,000 and up range (most list "Contact for Fee Schedule"). For current fee information or international event fees, please contact your Speakers Platform representative.