Kindness in Business, and the business of kindness. How can haiku improve customer experience?

for some good reason / success seems like a lighthouse / we’re water and cliffs

We are all about the kindness, in any way we can, and we’ve been talking to established, successful people in many industries and pursuits. In particular, we’re thinking about kindness, selflessness, and generosity as it relates to customer service, success, and experience. As many people worry over hyper-connectivity and dehumanization, some prefer to focus on traditional, nostalgic, or hi-tech and innovative approaches to celebrating an individual’s humanity.

Of course, we’re apt to examine these trends from a poetic perspective. In our reserach on the topic, coming across the work of customer success genius Jeanne Bliss was particularly inspiring. How can haiku inspire customer bliss, success or even love of a company?

Here are some ideas.

we want to give you
everything you could need,
then a little more
we apologize
for our software exploding-
we think it’s fixed now
if you cancel now,
will you always wonder what
good could have happened?
i’m just one person.
when we speak, we’re two people.
luckily for us.
it is our business
to make sure that your business
isn’t just business

Ideally, one could incorporate individual, customized haiku-writing into relationship-building with customers. A way to tap into their passions, connect with them in a new format outside of email and project management software, and acknowledge that they are first and foremost humans, not customers. Maybe haiku gifts could deepen and refresh customer relationships in such a way that they wouldn’t even be customers anymore; they’d be friends.

tactile, memorable, poetic, personal, successful?

At least, in my experience, haiku is a simple, direct means to creative catalyst, catharsis, problem-solving, and new ways of approaching routine experiences and issues. When innovative companies ask us to come to sponsored events and write haiku for attendees, those hosts are implicitly saying that they want to invest in creative ways of connecting and developing their communities. They want to take the unique positive experience of receiving a custom haiku, and directly associate it with their mission, their business. If we can do it at parties, why can’t we do it every day, in simple interactions?

I think we can, and I’m ready to try.