Culmia held an internal session to present the new Customer Experience Ambassador Program, an initiative spearheaded by the Customer Experience and Service Department, led by Susana García Moreno, which aims to reinforce the company’s commitment to excellence in customer relations and continue moving toward a model that is increasingly focused on customer needs.
During the event, the evolution of consumer behavior in recent years was put into context. A turning point was March 14, 2020, the date that marked the start of the lockdown in Spain and which dramatically accelerated digitalization and the way customers interact with brands. Since then, consumers have become more informed and more demanding, and they compare experiences across different sectors, which has raised expectations for any purchasing process.
In the real estate sector, this transformation is particularly significant. Unlike other sectors, the relationship with the customer lasts for months or even years, from the signing of the contract to the handover of the property and the subsequent after-sales phase. Therefore, properly managing every stage of that journey is key to ensuring a positive experience.
In this context, Culmia is in a strong position, backed by the quality of its projects, the robustness of its processes, and the commitment of its teams—all of which have been recognized in the industry through various awards and accolades. The new program aims to take it a step further: to ensure that this excellence also translates into a distinctive customer experience.
To develop the program, we are working with José Luis Delma and María López from AEI Xperience, who are helping us bring this initiative to life.
The initiative aims to create an internal learning community made up of ambassadors from different areas of the company. These participants will receive specialized training, work on challenges aimed at improving the customer experience, and develop improvement proposals that can be implemented within the organization.
The process will begin with a registration period to select between six and ten ambassadors. This will be followed by a kickoff session, a brief training program, and a period of project work with guidance and mentoring. The program will conclude with a closing event at which the initiatives developed will be presented.
Beyond driving specific improvements, the program aims to foster collaboration across departments, share knowledge, and reinforce the role of employees as key players in Culmia’s evolution.
With this initiative, the company continues to advance its mission of not only building homes but also creating experiences, with the goal of ensuring that its customers are not only satisfied but also proud to have chosen Culmia for their home.
