VoiceReallyMatters.com

A layperson’s exploration of all things voice

October 28, 2019

Your Customer’s Emotional State Matters

When you’re in different emotional states, you use different word choices. Think about that when you plan your skill. Children are amazing to help build a skill because their emotional states can change on a dime. For example, looking at a bank statement doesn’t need a flippant tone in response.

Your brand has been building a tone for years – now it’s literal. So think about that when building a skill as it should be consistent with the brand. Is casual okay? Am I being consistent with our past branding? This point is made at the 25:30 mark of this video that captures a 40-minute presentation by Susan & Scot Westwater at the recent “Lingo Fest” conference (check out their podcast called “Pragmatic Talk”)…