Two-way communication is the interchange of information and ideas from sender to receiver and vice versa. Effective two-way communication is required in order to solve problems better. It helps everyone understand the business better and creates better relationships throughout the company.
Benefits of having two-way conversation with your customer:
There are plenty of benefits of having two-way conversation with your customer. Believe it or not, the best way to get insightful answers is by having a direct conversation with the customer.
Here are a few benefits of having a two-way communication with your customers:
1. Understanding The Changing Customer Needs
When a customer converts or engages with your business for the first time, he is looking for specific solutions. This solution might not only solve an existing concern. It might also lead to the customer’s progress in the customer life cycle or the need for another solution.
2. Identifying Customer’s Expectations
It is important to understand what the customer expects from your business. When you talk to a customer, you are able to identify the concerns he may have while interacting with your business or purchasing a product you offer. This enables you to cater to those needs and fulfil expectations that further enhance the customer experience.
3. Implementing Client Defection Measures
To ensure a sustainable growth in a competitive market, it is vital for businesses to focus on establishing a loyal community of customers. Having a conversation helps you instantly understand which client is more likely to leave your business and why.
4. Identifying Upsell and Cross-Sell Opportunities
Having a conversation is imperative to understand how a customer’s needs are changing. When you know what they are looking for ‘at the moment’, it gives you an opportunity to upsell or cross sell your solutions to them. Since they have already engaged with your business, they’re more likely to trust your offering.
5. Boosting Word of Mouth Promotions
Businesses that talk to their customers often are better able to gauge their customers’ needs. This enables them to serve their customers better. This leads to a business optimizing their products and services as per changing market, but also gets them referral points for being ‘great’ to a customer.
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How to Communicate?
There are several medium available for direct communication but most useful are below:
A Simple Phone Call
Even today, people love to talk and keeping them engaged via a phone conversation is one of the easiest ways to build a quick two-way conversation. The simple act will actually help you understand their needs, what they were looking for and how you could prevent them from leaving your brand for a competitor.
Getting feedback from your customers is one of the best ways to keep them engaged and ensure that they are constantly kept up to speed. There are a ton of ways in which feedback can be taken from customers. One of the simplest and quickest ways to get feedback is using calls. This is the less time-consuming process and is the quickest way for you to understand your customer’s needs.
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Social Media Platforms
In today’s era this is the modern way to reach as many people. Social media is a powerful weapon to attract customers to your brand. You have to connect your business brands to Facebook, YouTube etc. social platforms. Here you connect people by engaging them by daily updates. These platforms are easy to understand customers’ needs, what they like most and they demand what they want most.
a. Create Facebook Group
Facebook Business helps you to reach your potential customers and engage them by creating groups. Here people can interact directly with the business. People can post their needs and give feedback to your products as well as services you provide to them. Keep updating and respond to customers directly. You can do that by leaving comments, asking questions, and facilitating discussions.
b. YouTube Channel
An easy way to build a connection on social media is through video. Video gets your face and voice out to your audience. It creates the illusion of a more personal connection and conversation, and also builds trust by allowing people to see exactly who’s behind your company. Unlike a webinar or simply uploading a video to YouTube, you have the ability to interact with your audience in real-time by answering their questions and responding to comments.
C. Quora Space
It is a powerful platform to solve your customer’s issues. People will drop issues and questions regarding your services or products, you just have to answer them. Quora users very likely put questions and requests to answer them.
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Be Connected with Your Followers
Just having a social media profile isn’t enough. You need to routinely update it, make it a lively place to hang out. In order to maximize your social media conversations, you need to post updates on a regular basis. At least one update per day on each platform. Developing this routine and expectation of new content, will help followers get into the habit of checking your profile and encourage conversation.
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Two-way communication process is a complete communication system and it offers a lot of advantages. So, every organization should practice Two way communication process to build a strong customer relationship for a long term business. Only two way business communication can ensure good communication and feedback in the organization or elsewhere. So, the importance of two way communications in business can never be overstated.
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