The following scenarios refer to a consistent organizational ‘voice’ which Vocal Branding Australia refers to as the organizational VocalFeel.
By ‘vocal feel’ in these examples, we are not talking about the one person’s voice being used again and again, rather, we are referring to defining and developing a consistent vocal style which can be adopted by all those in the company who speak with, and to customers and to stake-holders of the organisation – creating what we call a vocal corporate choir.
In other words, a style of speaking in the organization which presents a level of vocal consistency across all channels, to reflect and reinforce the organizational brand values.
Scenario 1: Unified Company Brand Reflected by a Unified Company VocalFeel
Imagine the power and brand impact on the customers of a major corporation that presents a consistent vocal feel across all of its spoken communications channels, which reflects and reinforces the organisation’s brand values:
- Employees: a consistent ‘vocal feel’ from presentations and interviews by the CEO, Sales Teams, Brand Ambassadors, Switchboard/Reception and through all spoken communication by staff in the company’s contact centres. This goes beyond a style of language to a style of vocal expression, what at Vocal Branding Australia we term a vocal feel.
- Recorded customer service messages: a consistent VocalFeel including automated telephone services, ‘on hold’ recordings, plus the voicemail greeting messages of key company representatives.
- Advertising, Training and Promotions: a consistent VocalFeel from all radio, TV, DVD and online audio and video materials produced by/for the company.
Scenario 2: One Product/Service, One Voice
Sometimes you need a product or service to be easily differentiated from other products in your fleet. Vocal Branding is a powerful way to achieve this. This kind of Vocal Branding is key for niche markets and specific demographics.
Vocal Branding Australia can work with you to create a separate distinct VocalFeel which is designed to highlight your specific brand features, so they naturally contrast with other brands in the fleet.
Scenario 3: Favourable On-Hold User Experience
Are you concerned that the following true list-serve email is the way your customers and prospects might think and feel when they call-up your company? We can transform that!
An Anonymised Example from a Real Organisation
“When I have tried contacting [organisation name], I get heartily sick of the advertising spiel, and have given up waiting for ‘one of our operators’ to actually come on line and answer my query.
The Mission Statement (for the company) gets much more time than the customer – ‘Is there really a person there at all, or just a recorded message?’”
Vocal Branding Australia can conduct a vocal and sonic audit for your company. You might think of this as advanced mystery shopping, to find out how the voices of your organization are sounding, and whether they are harmonious or discordant to your brand. The recommendations from the Vocal Audit will ensure that from now on when your existing and newly converted customers complete their wait or their call, they will be looking forward to making their next call to hear more of your engaging, informative and respectful ‘on hold’ messages.
