| Author(s) | Collection number | Pages | Download abstract | Download full text |
|---|---|---|---|---|
| П’янковський Р. В., Lystvak H. B. | № 2 (86) | 304-311 |
|
|
One of the important elements of establishing effective business communication is forming a circle of clients and building trusting relationships with them. In today’s environment, it becomes a sign of a business that carries values, and this directly affects profitability. Features of modern business communications are defined, methods of correspondence with clients in social networks, messengers and e-mail are characterized. The importance of correspondence as a form of business communication between clients and company representatives is outlined.
Statistics of interaction and consumer reactions from market analysts are considered, they formulate recommendations for improving communication strategies and are unanimous in the fact that customers need the most personalized approach. Most consumers would like brands to offer personal correspondence as a communication option, and believe that direct messaging makes the process of purchasing a product or service easier.
The global and Ukrainian services market faces very similar communication challenges. Skilful, unobtrusive communication with the client, apt wording and the use of “win-win” tactics will help to communicate more effectively at any level of business relations. The use of word-markers, which emphasize the key features of the business proposal and contain useful information, have more chances to increase the attention of the recipients and bring the communication to a successful result. Personal correspondence with clients in social networks is analysed on examples. Successful and unsuccessful methods of communication are determined based on the logic of the conversation, taking into account the needs of customers, the peculiarities of word usage, the effectiveness of achieving goals, transmitting useful information and receiving feedback. The importance of sincerity and proper psychological adjustment when communicating with clients is also determined.
Keywords: business communications, digital technologies, personal correspondence, communication with the client, the value of communication.
doi: 10.32403/0554-4866-2023-2-86-304-311
- 1. Tereshchenko, S. I. (2015, March 5). Suchasni formy biznes-komunikatsiyi v mizhkulʹturnomu dyskursi [Modern forms of business communication in intercultural discourse]. Linguistic discourse in the paradigm of professional education, Kyiv, 189–196 (in Ukrainian).
- 2. Levchenko, Ya., & Britchenko, I. (2021). Business Communications. Professor Marin Drinov Publishing House of Bulgarian Academy of Sciences. https://dspace.uzhnu.edu.ua/jspui/bitstream/lib/36181/1/Business%20Communications%20Britchenko.pdf (accessed 23.08.2023). (in English).
- 3. Rentz, K., & Lentz, P. (2019). Business Communication: A Problem-Solving Approach. McGraw-Hill Higher Education. (in English).
- 4. Taylor, S. (2019). Communication in Business: Strategies and Skills. Harcourt School. (in English).
- 5. Peña-García, N., Gil-Saura, I., Rodríguez-Orejuela, A., & Siqueira-Junior, J. R. (2020). Purchase intention and purchase behavior online: A cross-cultural approach. Heliyon, 6(6), Article e04284. https://doi.org/10.1016/j.heliyon.2020.e04284 (accessed 15.08.2023). (in English).
- 6. Das, S., Ul Ghani, M., Rashid A., Rasheed, R., Manthar, S., & Ahmed, S. (2021). How customer satisfaction and loyalty can be affected by employee’s perceived emotional competence: the mediating role of rapport. International Journal of Management (IJM), 12(3), March, 1268–1277. DOI: 10.34218/IJM.12.3.2021.119 (accessed 15.08.2023). (in English).
- 7. Smart Insights. (2020, May 12). 6 Benefits of SMS Marketing. https://www.smartinsights.com/mobile-marketing/sms-marketing/6-benefits-sms-marketing/ (accessed 10.09.2023). (in English).
- 8. Ultimate Email Marketing Benchmarks for 2022: By Industry and Day. Campaign Monitor by Marigold https://www.campaignmonitor.com/resources/guides/email-marketing-benchmarks/ (accessed 23.08.2023). (in English).
- 9. Sumrak, J. (2022, November 10). The Pros and Cons of Conversational Messaging in 2023. Twilio. https://www.twilio.com/en-us/blog/conversational-messaging-pros-cons (accessed 10.09.2023). (in English).
- 10. Mamosyuk M. (2023, February 8). Komunikatsiya z kliyentom v novykh realiyakh: korotko pro suchasni prodazhi [Communication with the client in new realities: briefly about modern sales]. Svoya CRM. https://svoya.in.ua/blog/komunikatsiia-z-kliientom-v-novikh-realiiakh-korotko-pro-suchasni-prodazhi-08-02-2023/show (in Ukrainian) (accessed 23.08.2023).
- 11. Pryma Yu. (2022, December 27). Trendy masovykh komunikatsiy 2022: yak biznes vykorystovuye email, SMS, Viber-rozsylky ta chat-botiv [Trends of mass communications 2022: how business uses email, SMS, Viber-messages and chatbots]. SendPulse. https://sendpulse.ua/blog/trends-in-mass-communication (in Ukrainian) (accessed 23.08.2023).
- 12. Ouellette, C. (2020, April 23). Email Subject Line Statistics To Help You Maximize Your Open Rates. OptinMonster. https://optinmonster.com/email-subject-line-statistics/ (accessed 10.09.2023). (in English).
