How to make your client the protagonist

The client must always be the protagonist of your company: Do you do what is necessary to make it so?

Most companies say their customer is the number one priority. But is it really like that? In this post we give you the keys to make your client the protagonist of your company through the following questions:


  • Do we have the client integrated in all the processes of our company?
  • Do we have it integrated into the decision and strategy processes of the different areas?
  • Do we have it at least integrated into some mechanism that collects your feedback in real time?
  • Is there a possibility that a change in the needs of your customers will affect a modification of your product or service or improve a process quickly?


  • Can the entire organization respond positively to these questions or only some areas of the company?
  • The rest of the company, where is it oriented? To the product, to the intuitions of the partners, to the technology, to the benefits …
  • Do we have internal boycotts to really focus on the customer?
  • Is the leadership dome rather conservative and promotes and is involved in that helm turn?
  • Is there any figure that directs this change and leads the incorporation of the client in the new processes?
  • Do we have a company accustomed to constant change efficiently?


  • The client is asked about his experiences, what he thinks not only of a product but of how the service offered, the processes, the solutions offered are organized?
  • Is the customer asked about their expectations?


  • Is the suggestions for improvement of the workers themselves taken into account?
  • Are workers themselves properly incentivized as the main points of contact with customers?

It is not easy to make a helm turn when your organization is oriented, organized and structured towards other foci that are not “the customer”. It has not always been necessary. But today it is essential.

How to do it?

  1. Social networks help us integrate customer opinion into our processes. Use them to value the positive and improve the least positive.
  2. Do not be afraid of complaints, you just have to do what customers ask us to shout, value how to do it strategically.
  3. Recalculate your costs and reorient the actions based on customer feedback and employee suggestions.
  4. You must be original to fit the puzzle until the gear shift works perfectly.
  5. Use tools that facilitate the work and handling of millions of data to obtain conclusive results.
  6. Take small actions that substantially improve the customer experience, according to your own requests.

What strategy do you use to involve your employees in putting the customer at the center?

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ByHours and Northweek, present in the Tourism Sector Digitization, October 31

Travel planning concept on map

The founder of BYHOURS.COM is the third confirmed speaker for the Round Table organized by C3 Digital by MST Holding: «The Digitalization of the Tourism Sector», on October 31

Christian Rodriguez Fornos, CEO and founder of BYHOURS and born entrepreneur, is the third speaker confirmed for the Round Table: “The Digitalization of the Tourism Sector”, October 31 at the Convalescència House in Barcelona.

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Northweek, Byhous, WashRocks and Heyhoods, present in the Tourism Sector Digitization (…)

Christian has a long entrepreneurial career and an innate talent to develop new projects, to recruit and put together young and talented teams and to create winning business ideas.

Entrepreneur since the age of 18, a dreamer and fighter, who believes that changing the world is in our hands. Creative, and specialist in the conceptualization of businesses and products, he masters a great dowry of leadership, a gift for handling people and multidisciplinary. He has experience in the operational and corporate management of projects, and is a committed fan to innovation.

He graduated in Advertising, has an MBA at the Pompeu Fabra University and a Postgraduate in Qualitative Market Trends at the Ramon Llull University in Barcelona.

He is currently a member of the Board of Directors of Hawkers Group, as well as a mentor in different accelerators and business programs, as well as the founder of more than 7 companies, from which stand out: BYHOURS, the first international platform for booking hotels by the hour, currently operating in more than 600 international destinations; Northweek, international well known and successful ecommerce of sunglasses; WashRocks, the leading laundry and dry-cleaning App at home; Heyhoods, an APP created to help each other when in trouble by proximity and altruism; Urban Secrets, the private leisure club in Barcelona of clandestine restaurants such as Dontell Laundry, Chi-Ton, etc.; Spotbus, the first audiovisual system for public bus contents, like advertising, among others.

Entrepreneur, Author and Speaker (…)

He has won several international awards and recognitions for his career such as: CREATIC Prize 2005 by Spotbus, National Marketing Awards Finalist 2010 by Urban Secrets, Best Business Initiative Award 2013 by BYHOURS and Best National APP also BYHOURS.

Christian is author of DESPEGAR (2017, Profit) a bible for entrepreneurship explaining in a pleasant and very realistic way the steps, stages and main challenges to face when starting a business project.

Being a well known face in the entrepreneurial sector in Catalonia and Spain​, Christian is also ​now ​a speaker in international entrepreneurship events and conferences in leading business universities, as well as being an  MBA professor at Pompeu Fabra University.

Without a doubt, we have one of the most relevant people in the Tourism Sector.

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The Director of CRM at Fira Barcelona, ​​Javier de Ramón, Second Confirmed!

The Director of CRM and Marketing Services at Fira Barcelona is the second confirmed speaker for the Round Table organized by C3 Digital by MST Holding: «The Digitalization of the Tourism Sector»

The Director of CRM and Marketing Services at Fira Barcelona, ​​Javier de Ramón, is the second confirmed speaker for the Round Table organized by C3 Digital by MST Holding: «The Digitalization of the Tourism Sector». Sign up for the event to not miss the opinions of these experts. De Ramón joins the list of speakers who will participate in the Mesa after presenting Davide Lusuardi last week.

Javier de Ramón, born in Barcelona in 1974, is currently Director of CRM and Marketing Services at Fira Barcelona, ​​the department is responsible for CRM, marketing services, call center management, digital business transformation and analytical marketing.

He previously served as Program Manager of CRM, Knowledge Management and NPS for ADP ESI, a company of 48,000 employees with a presence in 17 countries. Its objective was the management and implementation of a common customer relationship model including best CRM practices, customer service and the development of customer voice programs internationally.

Among his previous experience, he worked for Vueling where he went through the departments of technology, pricing and customer service. In the last stage in Vueling, he created the customer service department through social networks and promoted technology in search of efficiency in a multichannel customer service environment.

Javier is currently working on the challenge of how technology and Big Data can help improve the customer experience by finding value for both the company and the customer.

Do you still doubt whether to sign up for the Digitalization of the Tourism Sector? Don’t think about it anymore, you are just a click away!

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Official presentation of eAlicia International

«eAlicia Internacional» is in luck. And the next October 9 will be the presentation of its new design and website at the Customer Relations Expo 2019

«eAlicia Internacional» will present its new design and website at the next Customer Relations Expo 2019 that will be held on October 9 and 10 at the Wanda Metropolitano, Madrid. Register with the code EXPO19-MST and stop by booth #45 so we can help you.

What is eAlicia?

Many already know what eAlicia is. For those who do not, here I leave you an explanation with which you will learn what the tool does.

eAlicia is a management software that evaluates and controls the overall quality of your business facilitating decision making.

It allows you to have a 360º vision measuring the satisfaction of your customers and the quality of your services / products anywhere in the world.

Customize your eAlicia and adapt it to the specific needs of your organization:

  • Measure your suppliers, sites, platforms, competition
  • Define your own KPIs, metrics and indicators
  • Build custom reports

“Measure to keep growing”

The slogan of the new website tries to convince users and future customers the need to measure the quality of service in their companies to continue growing. With eAlicia you measure the quality you give as your customers perceive anywhere in the world and in real time.

The new tool design is closer and adapted to the digital world. As well as the changes in the website that will allow visitors to move more easily through the Home and obtain information as clearly as possible.

In addition to explaining its operation, on the web you will find the points that make eAlicia indispensable for your business.

On October 9, the official presentation will be made at the Customer Relations Expo 2019. Sign up to not miss it.

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Get to know Davide Lusuardi a little more

Davide Lusuardi, Head of Operations of Costa Cruises in Spain and Portugal: First confirmation!

The Head of Operations of Costa Cruises in Spain and Portugal, Davide Lusuardi, is the first speaker that we unveil for the round table: “The Digitalization of the Tourism Sector”. Sign up to be able to hear everything you have to say.

Italian by birth, Barcelona from adoption, migrated to Spain in 96 to start a new adventure that led him to work in different countries and thus expand his socio-cultural knowledge.

Over the years he has acquired experiences in different sectors and curiosity for everything that is technologically advanced has led him to experience and implement solutions that apparently seemed impossible to achieve.

In the last 15 years he has dedicated his professional career to the world of customer service, leading the operations of different Contact Centers, constantly exploring technological developments, moving from multi-channel to current omni-quality, implementing solutions for measurement and the improvement of the customer experience. In addition to creating ad-hoc operational models to improve efficiency and control over any commercial or customer service operations.

Now, in the full evolution of the digital world and in a sector as “emotional” as tourism, its great challenge is to be able to apply the potential offered by IoT (Internet of Things) to be able to improve any client / company interaction, combining their own knowledge of customer behavior with the data that can provide us with “the things” that surround it.

So you already know. Do you want to enter the sector? Learn terms you didn’t know?

Sign up for the “Digitalization of the tourism sector” and do not lose your place.

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