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

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

Build 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?

      • Real-time data analysis

        AI pricing engines continuously analyze vast amounts of real-time customer data like buying patterns, browsing behavior, and other forms of interactions. This real-time brand monitoring enables an understanding of customer preferences which could be used to respond to pricing changes instantly.

      • Personalized pricing

    AI tailors pricing and offer for different customers. By analyzing their purchase patterns and history, the engine can create personalized pricing experiences that resonate with each customer’s unique preferences, which will in turn help boost revenue.

      • Sentiment analysis

        AI pricing engines can analyze reviews in depth to gauge customer reactions to your brand. This allows businesses to identify areas in the brand that impacts customer sentiment and brand perception.

      • Dynamic price adaptation

    This flexible form of pricing by AI adjusts prices based on various market factors such as demand, supply, competitor pricing, and behavior. This helps businesses stay responsive to changing market conditions and customer needs. To know more about dynamic pricing visit our page.

    • Feedback-driven pricing

      AI engines incorporate customer feedback data. This ensures your pricing has also taken into consideration, customer’s sentiments and preferences which improves your customer experience and builds your brand

    • Evolving improvement

      AI pricing engines are scalable. It continuously improves by constantly learning from customer interactions and feedback. This ability to adapt and refine pricing strategies based on new data ensures a brand’s competitive stance in the market.

    Improving customer experience is an ongoing aspect of any business. When you put a customer’s voice first, they put your brand first. However, customer values are ever changing and you need to keep up with it.
    So let our AI model help you do that.

  • Book a free demo of our automated retail solutions or contact our optimization experts at

  • To know more about our AI-powered dynamic pricing tool BRIO, reach out to us.

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