• Bryan Horn

Customer Service & Country Music

Updated: Feb 29, 2020

Country music used to be uncomplicated, direct and to the point. It passionately conveyed the dreams and hopes of the working American. It represented a time when morality and

values meant more than making money. It was about hard-working cowboys. It was about passionate lovers. It was about Jesus and blue jeans. It was the music of a time when a

handshake was a binding legal contract, and when a man’s word was his bond.

But now, country music has changed. It is like when we were kids and wanted to make breakfast in bed for our parents. We went to the refrigerator and took a little of this and a little

of that and threw it all together, resulting in a disgusting concoction.

Dare I say that modern country music has followed the same recipe for disaster?

Today’s country music has some elements of its historic past. But just because a song has a fiddle and a steel guitar does not make it authentically country. Most diehard country fans

can see right through the fakeness, the gaudiness and the hysteria.

Consumers can see through the fakeness when you put good service up against the purported standards of today. I think we would do well to go back to traditional service values

that made business great. Companies spend millions a year in research to tell them what customers are thinking. And you know what? They all say the same thing: customers value

genuine experiences six days of the week and twice on Sunday.

There is a benefit to every product, and some are better than others. But people will stay loyal to a brand if they can be assured of the experience that accompanies it. They go hand-

in-hand, like the strings on a banjo. It is sad how terms and conditions have replaced a

handshake. Pre-screening algorithms now do the hiring versus a real conversation with a human being. Now, I get it. We live in a growing and changing world. Technology has changed how we do things. In many ways, this has changed our lives for the better. But we must not abandon the time-tested values that made business great. Honesty, appreciation, and authenticity will always win over mobile apps, dot com convenience and


Bryan Horn is a customer experience and employee development expert. He is the author of The Customer Service Revolution: 8 Principles That Will Change the Way Companies Think About the Customer Experience and the Employees Who Work For them.

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