ROI or ROE EZ choice we really want ROE Return on Experience and Client Enchantment
David Johnson poses an interesting quandary for consideration. Everyone discusses ROI. Yet David makes the point that our focus should be on ROEin his post about the importance of RETURN ON EXPERIENCE with Client Enchantment.
David states, ”The idea is to go so above and beyond what the customer expects that you earn massive amounts of exposure on the level of Return on Experience and Client Enchantment (ROE) you receive from shocking your customers with your level of customer service. In fact, I don’t want you to think about it as “customer service” at all, instead think of it as: Customer Enchantment …”
David’s ideas are very well thought out. He differentiates clearly between the two concepts ROI and ROE: Return on Experience with Client Enchantment as he explains that ENCHANTMENT must be our goal. In a time when everyone has access to data and customer service is a “norm”, the focus on something greater than ‘customer service’ is crucial. The way to make ourselves shine to our current and potential Clients is by achieving Return on Experience via Client Enchantment.
David states, ”It might just be me but when I think of the term customer service I think about doing all the things that I’m supposed to do such as be helpful and friendly but when I think in terms of customer enchantment I think on a much, MUCH grander scale. In other words I don’t want you to think about how you can give good customer service, I want you to think in terms of “how can I enchant my customers?”
“Enchantment: (en·chant·ment)
Captivation: a feeling of great liking for something wonderful and unusual.”
Put yourself in the shoes of the Client - what would make you feel you received such wonderful treatment that you wanted to share the details on your social media sites thus giving Return on Experience via Client Enchantment? What would feel like being pampered? What could we do that goes a step above the level of expected Customer Service?
That’s where we should focus our efforts in David’s opinion. His post about Return on Experience via Client Enchantment and the Importance of Relationships are found on his blog. I have learned from him and gathered many ideas from his writing. Just when you think you have read enough, David continues and writes about Creating Word of Mouth for Return on Experience via Client Enchantment. Hope that David Johnson’s posts assist you too when you read them!
Have a happy day -
Lynn
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