When was the last time you really paid attention to how the Voices of your business sound, and the effect they have on your customers and clients? In many instances, the voices used in your business are literally your brand.
Unless you’re online-only, every company, Government department or small business speaks with its customers in one way or another, but we rarely think about just how crucial the sound of voices are for engaging and influencing our customers and for building trust and brand loyalty.
All management and most employees in your organisation probably know how your brand should look, but if you were to ask them “how should our brand Sound?’ you may recieve hesitant and perplexed looks. A Vocal Branding (voice) Audit reports on how your business sounds at the moment, and delivers practical research-based recommendations on how your brand could (or should) sound, to reinforce your visual branding and strengthen sales.
“The way a brand sounds is extremely important. After all, as a consumer, we want to know if that brand sounds like elements of us and holds our values. Is it an auditory brand that we trust because it sounds like someone we relate to? We buy from people we trust, so hearing someone’s voice representing a company or selling to us is just the same. It’s one of the most important and overlooked areas of marketing. Get it right, and your turnover will multiply.” - Sara Mendes da Costa, the current voice of the BT Speaking ClockTweet
What is a Voice Audit?
A voice audit is a bit like mystery shopping, where we investigate and report back on how positively and effectively your service or organisation is presently employing voice across its different communication channels.
Voice audits can include consideration of
- automated telephone services,
- switchboard/reception staff,
- ‘on hold’ messages,
- call centre style and quality standards,
- sales and support staff’s phone manner,
- executive outgoing voicemail greetings,
- the vocal style of official and unofficial media spokespeople for your organisation,
- and of course, the use of voices who represent your organisation, in radio, TV and online advertising.
Speak with us about how a Vocal Branding Audit can improve your sales and customer relations.
A Voice Audit Case Study
As an example, Vocal Branding Australia was recently commissioned to do a Vocal Branding audit of Australia’s leading telephone dating service, including short, medium and long-term strategy recommendations, explored through an interactive workshop-style presentation to management.
What Does a Voice Audit Bring to Your Business?
The high level benefit of a Voice Audit is to strengthen customer relations and increase sales by:
- Helping you identify any spoken word communications areas in your organisation requiring attention;
- Establishing a baseline reference for the way voice is currently being used in your organisation so you can measure improvements;
- Providing you with recommended next steps and a preliminary unified voice strategy for your organisation.
Contact us or call us on 0419 779 669 about how a Vocal Branding Audit can improve your sales and customer relations.