‘I write children’s books because there are no unicorns in adult literature, and today’s world needs unicorns.” The quote came from renowned children’s book author Jackson Pearce at a weekend writers retreat sponsored by Georgia Writers Museum. The sentiment could be equally applied to a great customer experience. Customers love magical moments and enchanting connections. And at a time of worldwide stress, domestic chaos, and economic anxiety, what could be a more worthwhile goal?

We think of enchantment as the playground for children’s imaginations. But there’s a customer experience principle at play. Enchantment is the outcome when children’s stories and children’s imaginations partner to entertain, intrigue, instruct, and inspire. Enchantment isn’t a boardroom word; it’s a playground word. Playgrounds, like the circus, are for children of all ages. Playgrounds are also not a place or a park. They are simply the nature of a relationship for people who pursue fulfillment through the wholesomeness of their alliance, removing judgmental attitudes and ego-protecting shields.

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