GTD Manquehue, a leading telecommunications services company in Chile and part of the GTD Group, embarked on an ambitious project to develop a culture focused on customer experience. In partnership with Izo, a company specialized in customer experience management, GTD Manquehue carried out a series of initiatives to sensitize its employees to the importance of customer experience and align the entire organization with this strategy.

The project began with the holding of six workshops in which more than 300 GTD Manquehue employees participated. These workshops served as a platform to educate and sensitize employees about the critical importance of customer experience in business success. Examples of good practices were shared, case studies were discussed and strategies were explored to improve the customer experience in all aspects of interaction with the company.

After completing the workshops, GTD Manquehue began implementing a series of initiatives aimed at developing a culture of experience within the organization. Continuing education programs were established to train employees in skills related to customer service, problem solving, and effective communication. Collaboration was encouraged between different teams and departments to ensure a consistent customer experience across all touchpoints.

In addition, customer feedback systems were implemented to collect comments and suggestions for improvement on a regular basis. These comments were used to identify areas of opportunity and take corrective action to proactively address customer concerns.

As a result of these initiatives, GTD Manquehue succeeded in creating a strong culture focused on customer experience throughout the organization. Employees became more aware of the importance of their role in customer satisfaction and committed to providing exceptional service in every interaction. This culture of experience not only improved customer perception of the company, but also contributed to GTD Manquehue's continued growth and success in the telecommunications market in Chile.