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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MST Holding, new partner of Barcelona Global

Barcelona Global is responsible for attracting foreign talent to work in the Catalan capital.

The Barcelona Global association has created a website with the aim of attracting international talent to the Catalan capital. The initiative, called Work in Barcelona, ​​aims to collect in the same portal all job offers that companies in Barcelona direct to foreign workers specialized in technology.

The intention of Barcelona Global is to add the more companies better – at least “some twenty” until the end of the year – and become the reference portal for job offers for foreigners in Barcelona. At MST Holding we are committed to the future and talent. With this initiative, we try to go further and attract foreign talent to our company.

In addition to collaborating in the experience of increasing the power of the “Barcelona” brand, the association believes that its initiative will also contribute to positioning Barcelona as a city to work in the digital sector, precisely one of the areas that recorded the highest growth in recent years and that regrets the lack of digital talent in the city. For this reason, Work in Barcelona is planned to be integrated into Barcelona Digital Talent, the public-private initiative promoted by Mobile World Capital, CTecno, Barcelona Tech City, 22 @ Network, Barcelona Global, Foment del Treball, Generalitat and the City Council from Barcelona.

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The five basic points of telephone attention


How should we communicate to be effective?

Good permanent personal telephone service is an added value for the company and a comparative advantage over the competition. Hence the relevance of the fact that any employee, and not only those of telemarketing, is able to manage with a minimum of guarantees a tool as seemingly simple and as daily as attention and telephone coordination.

Despite the fact that the MST Group has its own quality standard for telephone management, it is also worth taking a look at the five basic tips offered by experts on this issue and which are the following:

1. Speak slowly and clearly. If a potential customer calls for the first time, they may not understand a single word if they are answered quickly when reciting the name of the company and other basic information. This is even more important in the case where information is provided that needs to be noted.

2.-Initially provide identification data. It is necessary to provide at the beginning of the conversation the name of the employee, of the organization and of the department, requested or not by the interlocutor. This avoids confusion, unnecessary spending of time and possible loss of business opportunity.

3.-Require the data of the interlocutor. After listening to the initial approach of the interlocutor, those data that allow the identification and location of the same should always be required and noted, because the communication can be interrupted unexpectedly. Without this basic information no further management can be performed.

4.-Manage and coordinate the call. If an immediate response to the request cannot be given, consult the caller’s requirement, there are two basic procedures for action: call later with a defined response at a reasonable interval, or transfer the call to another relevant employee or department. In both cases, an issue should never be left unresolved, whether or not it is the specific responsibility of the person who first answered the call. The call must be returned inexcusably or ensure that the management has run its course and the matter is channeled.

5.-Give a correct and kind treatment. Although it may seem trivial to remember, the fact is that very few calls from clients or potential clients are of thanks or congratulations. A large part of the communications consist of complaints, claims and clarifications, and despite this, or better, precisely because of this, the attention and management capacity developed in these cases constitutes the best added value of the company to preserve Your disgruntled customers.

If you want to improve your company’s customer service department, you can purchase one of the Consulting C3 training courses.

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Quality and eAlicia Workshop, Madrid, 27 de junio


How to manage Quality in Customer Experience

On June 27, the Goya room of the Madrid Chamber of Commerce (Palacio de Santoña) will host the Consulting c3 Quality and eAlicia Workshop. What will we see? How to manage the quality of our company to achieve a satisfactory customer experience. I don’t know if you have heard about eAlicia, but it is a tool that allows us to see internally the quality parameters of our workers.

Sign up to not miss what eAlicia is and how we can take advantage of it to get better results in our company.

“Quality Management in the Customer Experience”

Although the quality has given parameters of value to the products and services since its creation, the companies try to maintain these same standards as an emotional attribute through indicators that show results of our client’s experience with our product, brand or business.

To analyze customer interaction data with our product / service we need to use digital technology tools that collect this information to transform them into results that allow the company to make tactical decisions.

eAlicia as a cloud platform offers several opportunities, from designing measurement systems, analyzing the information collected and specifying them in results as a source of current and live information on the behavior of your client, the market or a campaign.

The opinion of the client is something important to improve the customer experience, not only because of the knowledge that the company needs to know, but also because of the opportunities that add value to the company.

We do not have to stay in the Customer Experience, we must analyze this satisfaction process to become better than we were.

Sign up for the workshop and don’t miss the opportunity to know what eAlicia is and how it can help your company.

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“The quality of customer service influences the purchase or repurchase decision”


Last Monday, March 11, the third Customer Observatorium was published, prepared by SottoTempo, the company organizing the contest of Leaders in Service. The report establishes among many other data that 81.8% of the population has used some Customer Service (SAC) in the last year.

For this reason, the S.A.C of companies has to modernize and improve. In Consulting C3 we help companies to grow: specialized training courses, quality controls through the eAlicia tool or customer experience trainings. The image that the majority of society has about Call Centers is negative, do not assume it, improve and get a better service. Consumers win, your company wins. Invest in training for your company.

The report, which has been made to 1,002 people between 18 and 65 years of age representing the Spanish population of the Netquest Panel in February 2019, states that 81.8% of the company has used some customer service in the last year. That is, consumers need to be served at some point. Any questions, suggestions or issues must be addressed by an S.A.C that has to meet customer expectations.

Therefore, the study also cites that 82.6% consider the quality of customer service influences the purchase or repurchase decision of the product in question. Having an appropriate Call Center and prepared to the premises of consumers will have a higher level of loyalty.

In addition, users who have responded to the survey have also mostly confirmed that the aspect to improve of the companies is the treatment that consumers receive when they make an inquiry to the Customer Service.

Check all the data in the report here.

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“C3 Emotional Intelligence”, the emotional salary


Emotional Intelligence Workshop

The sun rises on the seafront in Barcelona, ​​the terrace of the Duquesa Cardona Hotel in Barcelona is about to host the second Consulting C3 workshop: “C3 Emotional Intelligence”.

Hurry time and preparations are finished with the arrival of the first assistants. At 9.30 a.m. the workshop begins. C3 Sales Director Virginia Jiménez introduces the team and starts the workshop. Our Customer Experience Analyst, Adriana de Jesus, the morning star, asks the public: How should we manage our emotions?

Ralarsa, Givinf Europe, Sottotempo, Vidacaixa, Dorel, Roche, Medicocrasse or Eglu have been some of the companies that have attended the talk on Emotional Intelligence. Talking about an abstract concept can sometimes be more difficult than it seems. Adriana, uses her experience and writer Daniel Goleman as a case study of her theory.

“What is the emotional salary?”

The result that workers of a company have when deciding whether they feel good in their workplace or not. A company, sometimes, cannot have emotional intelligence in its generality, but on other occasions, there are departments that have it and infect the team members. The Future for Work Institute and iOpener study in 2017, establishes that 40% of women leave their jobs because of the lack of appreciation of their boss. On the other hand, men change jobs by 35% when they see that they have no promotional opportunities.

We have to train emotions, both ours and those of the company. The “Good vibes”, the “Today I know you have your daughter, take the afternoon off”, the appreciation or simply the recognition of a job well done, are enough for the employee to feel more loved by the company.

Hunger stalks and breakfast begins to parade towards the tables. Croissants, fruit, snacks … The morning ends with a good taste and a very good atmosphere. Don’t miss the next workshop (May 14) on Customer Experience! Sign up now to not lose the place.

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