What is Brand Voice?
Brand voice is the distinct personality your business expresses through words. It's not just what you say, but how you say it. Think of it as your business's verbal fingerprint.
Consider the difference between these two responses to a positive review:
Formal: "Thank you for your patronage. We appreciate your business and look forward to serving you again."
Casual: "You're awesome! So glad you had a great time with us. Can't wait to see you again soon! 🎉"
Neither is wrong—but one matches your brand and one doesn't. The key is consistency.
Why Brand Voice Matters in Review Responses
Your review responses are public-facing communication. Every response shapes how potential customers perceive your brand:
Recognition & Trust
When your voice is consistent, customers recognize and trust your brand. Inconsistent messaging feels disjointed and unprofessional.
Differentiation
Your voice sets you apart from competitors. A distinctive, memorable voice makes your business stick in customers' minds.
Relationship Building
The right voice builds emotional connections. Customers feel like they know your business, even before visiting.
Expectation Setting
Your voice tells customers what to expect. A warm, friendly voice promises a warm, friendly experience.
How to Train AI on Your Brand Voice
GMBMantra's AI learns your voice through several methods:
Step 1: Define Your Voice Attributes
Start by selecting attributes that describe your brand:
- Tone: Professional, friendly, casual, enthusiastic, calm, witty
- Formality: Formal, semi-formal, casual, very casual
- Personality: Warm, sophisticated, playful, authoritative, nurturing
- Energy: High-energy, calm, balanced
Step 2: Provide Example Responses
Upload 5-10 of your best review responses. The AI analyzes these to understand your patterns, phrases, and style.
Step 3: Set Key Phrases
Define phrases you always use ("We're thrilled...", "Thanks for being part of our family...") and phrases to avoid ("Sorry for the inconvenience...").
Step 4: Review & Refine
As the AI generates responses, edit any that don't quite match. Each edit teaches the AI your preferences.
Key Elements of Brand Voice
Consider these elements when defining your voice:
Vocabulary
What words do you use? Industry jargon? Simple language? Certain phrases unique to your brand?
Sentence Structure
Short, punchy sentences? Or longer, flowing thoughts? Questions? Exclamations?
Greeting Style
How do you start responses? "Dear valued customer" vs "Hey there!" vs "Thank you so much, [Name]!"
Sign-Off Style
How do you end? "Best regards" vs "See you soon!" vs "With gratitude"
Emoji Usage
Do you use emojis? Which ones? How many? Some brands use them liberally, others never.
Humor Level
Is light humor appropriate? Puns? Playful language? Or strictly professional?
Before & After: Brand Voice in Action
Example 1: Upscale Restaurant
Generic AI Response:
"Thank you for the 5-star review! We're glad you enjoyed your visit. Hope to see you again soon."
After Brand Voice Training:
"What an honor to have hosted your anniversary celebration. Chef Laurent takes immense pride in the tasting menu, and we're delighted it created the memorable evening you deserved. We look forward to welcoming you back for your next special occasion."
Example 2: Casual Coffee Shop
Generic AI Response:
"Thank you for the positive feedback. We appreciate your business."
After Brand Voice Training:
"You just made our whole day! ☕ Nothing makes us happier than fueling your morning with great vibes and even better coffee. Your usual will be waiting—see you tomorrow!"
Example 3: Medical Practice
Generic AI Response:
"Thanks for the review! Glad you had a good experience."
After Brand Voice Training:
"Thank you for sharing your experience with our practice. Dr. Patel and the entire care team are dedicated to making every patient feel heard and well-cared-for. We're grateful for your trust in us and look forward to continuing to support your health journey."