You want to know your colleague’s opinion about communication between companies and their customers

In your opinion, communication between companies and their customers is better now than in the past?

Definitely worse. There's been no improvement.  

It’s much now, especially this great improvement in the last ten years. 

I don't have my own opinion about this question.

What are the reasons for this improvement?

The first reason for that is the introduction of new communication channels.

I mean the Internet, smartphones, instant messaging etc.  

She digressed from her prepared speech to pay tribute to the President.

Can you name this communication a two-way channel between a company and a customer?

It gives more control to the customers.  

Companies totally control the communication with customers.

What do you mean by "it gives more control to the customers"?

Failure to do proper safety checks may have serious consequences. 

The instructions were badly written and unhelpful.

They control the communication and it happens with their permission.

Can you give some examples of really good communication between companies and their customers?

When companies understand the needs of their customers.  

Sure. They empower them to be in the control of information most needed by them.

When customers don't ignore messages from the companies.

I was hesitant about approaching the boss directly.  

Both sides communicate only targeted issues which are of interest to customers.  

Could you give me a specific example of communication between a company and its client?

They only use the telephone for communication. 

Bank will be waiting for the customer to come.

Let's say, a bank keeping them updated by e-mail or SMS or other text messaging.

Thank you so much for sharing your ideas with me!