Voice classifications are a very important element in the music industry. These voice categorisations are determined but not limited to vocal timbre, vocal tessitura, vocal range and transition points. Now you might be wondering what this has to do with the voice of the customer. Please, have your studio headsets on as we carry on exploring the vocal classifications in music as it relates to the voice of the customer.
Research shows that there are about seven main voice types in music- particularly within the classical circles. These voice types are polarised or in a better tone, categorised along the male and female lines. The female voice is typically and somewhat historically divided in three types- soprano, mezzo-soprano and contralto. A shallow dig into this voice types highlights soprano as the highest female voice- around a high ‘C’ – as typified by musical experts. The mezzo-soprano is the second highest female voice – a middle range voice type- and a category that houses the most number of female singers and wannabe singers. This leaves the contralto as the lowest
voice type among the female singers. I know this is not a music lesson, even if it were to be one; I would be the wrong man to put you through the notes. I am not a music teacher, voice expert or vocal coach- i am just a customer enthusiast. Please hang on in this studio for a few more moment.
Men are mostly divided into four groups: countertenor, tenor, baritone, and bass. A further look into these categories reveals that the countertenor is unarguably believed to be the highest male voice and the tenor is the second highest. The third highest and the most common male voice is the baritone- this is the category that accommodates most men. The bass is the lowest voice among the male category.
An important note is that people move up or down on voice types- dependent on factors like age, the musical role, instruments or repertoire.
Research carried out by Gartner reveals that voice of the customer (VoC) programs, will be one of the most significant and essential investments over the next five years. They further added that the VoC marketplace is geared for an annual growth of over 30%.
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Businesses need to understand that customers have different voice classifications. Some with very high pitched voice and others with middle range and low pitched- respectively. Borrowing a leaf from music, singers change voice classification based on age, instruments and musical roles. Companies have to understand that customers express feedbacks on products and services with voices that could be influenced by length of time they have been with your company, opinions from social media, past experiences with similar brands and how receptive you are. Customers have different voices but designing a program that records and responds to these ranges of voice in a timely manner is important.