Customer Voice or Voice of Customer (VOC) is the authentic and unfiltered expression of customers’ thoughts, feelings, and feedback about your brand’s products, services, and experiences. This is a crucial element in determining a brand’s image and position in the market. Although most brands claim they are customer centric only a few actually deliver experiences aligning with the customer’s voice.

Therefore bridging this gap between claims and actions is vital for your brand.

Here is why customer perception is important for your brand to stay relevant

India’s festivals, occasions, and events contribute to a dynamic consumer landscape that experiences distinct seasonal patterns. These patterns have a profound impact on purchasing behavior, demand for certain products and services, and overall market trends.

• Brand perception

Customer reviews or the voice of customer shape your entire brand image identity. One of the primary reasons their voices are so significant is due to their unwavering authenticity and honesty since customer feedback is unfiltered by marketing agendas. This in turn makes them a credible source to potential buyers for decision-making since a lot of trust is placed on the experiences and opinions shared by other consumers. It holds more importance than statements and promotions from the brand itself. So positive feedback would portray a positive image of the brand. But even addressing and resolving negative feedback shows a brand’s responsiveness and dedication to improvement. Moreover, customer reviews also contribute to brand differentiation. Here, positive reviews that highlight unique features of the product or exceptional customer service offered by you, set your brand apart from competitors.

• Builds trust and credibility

The voice of customer is an invaluable tool to build trust and credibility in the eyes of potential customers. These positive reviews from customers act as social proof that validates your brand’s claims and offerings. When prospective buyers see that others have had positive experiences with the brand, it instills more confidence in them to purchase from you. On the other hand, negative reviews if left unaddressed, detrimentally impacts a brand’s reputation since they highlight a brand’s unresolved issues and shortcomings. To harness the full potential of customers’ voices, businesses must actively encourage and engage with their customers, inviting feedback and testimonials. This proactive approach showcases Genuity and established the brand as reliable and customer-centric.

• Product improvement

By actively listening to customer feedback and watching their behavior, a brand can unlock a wealth of data that we can use to make data-driven decisions to optimize our product. One of the key aspects of analyzing customer behavior is gaining insight into product improvement. Their candid reviews shed light on the avenues it is thriving in and the gaps your product could be facing. If analyzed correctly, brands can focus their efforts on enhancing features, functionalities, and other elements that closely resonate with the customer’s requirements and preferences. Through this brands can enhance their offerings, tailor marketing messages, anticipate market trends, and potential opportunities for expansion or diversification. Through these, both, the business and the customers’ experiences are optimized.

• Brand advocates

Satisfied customers who express positive reviews about your brand to others, help in building brand awareness. When they share their experiences through reviews, social media or even personal interactions, their positive encounter leads them to become advocates for your brand. But this doesn’t stop here. Since ‘people talk’, it creates a ripple effect of positive word-of-mouth marketing. The power of word of mouth is undermined because hearing an opinion from someone they know will carry more weight than direct marketing from the brand itself. This will result in your brand being recommended to others, further extending its reach and influence. This leads to a loyal customer base that naturally draws in prospective buyers and boosts your brand’s value.

Channels of expressions you have to analyze

• • When customers speak to you

  Website surveys, live chat, or call interactions.

  • Customers Share Their Thoughts Independently

  Social media posts, tweets, or reviews on third-party websites

  • Actions Speak Louder Than Words.

  Analyzing customer behaviors, such as usage patterns, frequency of interactions, or purchase history Now gathering and analyzing these vast amounts of consumer data can be a daunting task. However, by leveraging the power of AI, companies can gain meaningful insights and turn raw data into actionable strategies. How?