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Episode #028: Sherif Mityas, Chief Experience Officer at TGI Friday's

It seems like every company and marketer is constantly talking about the importance of the customer experience and the overall customer journey. However, there seems to be few companies that have actually taken the time to truly map out their customer journey and put forth an action plan to improve it. There are even fewer companies that have thought about strategically realigning their organization to be extremely focused on the customer journey. And that’s why what TGI Friday’s is doing is so unique and helping them be first to market on numerous initiatives. In this episode of Mobile Matters, we talk to the Chief Experience Officer at TGI Friday’s, Sherif Mityas, about why the customer experience is actually more important than the product you sell, why you have to meet your customers on the channels they’re already on, and how to align your organization around improving the customer experience.

Key Takeaways

  1. Your product doesn’t matter as much as your customer experience.
  2. The best way to ensure there is an emphasis on your customer experience is by aligning your organization around it. Get rid of the silos and have a customer experience team that is all working towards the same goal.
  3. Small wins can create momentum if you share the success loud enough. Allow your small wins to turn into a customer experience movement.

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