The video is a recording of a presentation on understanding customers. The speaker discusses the characteristics of “segments” or divisions of potential customers, determined by the profitability of the customer, with charts and other visual aids. BCBSF must identify what motivates segments and develop ways to appeal to them so they choose BCBSF and remain loyal customers. Group activities reinforce the information in the presentation and trains attendees to be able to identify similarities between the different segments.
Blue Cross and Blue Shield of Florida, Inc., "Afternoon, 2001" (2001). Florida Blue Audiovisual Materials. 54.