New report reveals small businesses lagging behind customers in tech

Jonathan Crossfield
Business and Technology Journalist

Jonathan is an award-winning journalist, blogger, writer and editor, locked in a daily fight for the keyboard with two very impatient cats.

Jonathan Crossfield
Business and Technology Journalist

Jonathan is an award-winning journalist, blogger, writer and editor, locked in a daily fight for the keyboard with two very impatient cats.

Highlights
  • The 2018 Telstra Small Business Intelligence Report reveals how small businesses and customers find and relate with each other.
  • Our comparisons uncover a number of significant gaps, where small businesses are falling out of step with customers for a variety of possible reasons.

According to the 2018 Telstra Small Business Intelligence Report, customers increasingly use technology to find products and research businesses. Yet many small businesses are not so easily found.

The 2018 Telstra Small Business Intelligence Report is the result of two parallel surveys, conducted last year by Telstra's Smarter Business™.

The first survey targeted over 1000 small businesses to explore their beliefs about customer expectations and behaviours in 2018. Meanwhile, the second survey received responses from over 1000 Australian consumers to discover what these behaviours and expectations really are.

Taken together, the results reveal how small businesses and customers find and relate with each other. Where do these relationships happen? How do they communicate? Are businesses delivering the features and experiences customers expect? What role do different technologies play in fostering or hindering these interactions?

The 2018 Telstra Small Business Intelligence Report
Download now

These comparisons uncover a number of significant gaps, where small businesses are falling out of step with customers for a variety of possible reasons. Each gap presents a potential opportunity for small businesses to find more customers as well as improve the experience so that more of them keep coming back.

Of course, knowing what to do and having the resources, budget and time to actually do it are two very different things. One of the key findings was that many small businesses understand what they should be doing, but either don’t know where to start or are too busy running the business day-to-day to implement new tactics right now. That’s why the report also delves into how some small businesses have successfully solved these challenges to close the gap between them and their customers.

Download the 2018 Telstra Small Business intelligence Report now and use it as your blueprint to making this year ‘that’ year you connect with more customers.

Man rubbing his eyes while working on a laptop
Customer Experience
Customer Experience
Are you making these common online marketing mistakes?

We’re in the middle of a digital marketing revolution, with an array of digital tools and technologies available to small businesses. But, as with any tool, it’s how you use it...

Tips for getting the most out of email marketing
Growth
Growth
Tips for getting the most out of email marketing

To make sure you’re maximising your email marketing campaigns, we’ve compiled a list of the best email marketing features – and why you need to start using these now. With 79 ...

Women looking at screens in an office.
Tech Solutions
Tech Solutions
Smarter Action Plan: Switching to a new broadband plan

If you mean business, then you should be making the most of a business-grade broadband plan. This action plan includes step-by-step advice to take the pain out of finding and s...

Nelly Phelan, senior marketing and communications manager for ELK fashion and accessories.
Customer Experience
Customer Experience
Search engine marketing: can small businesses be more competitive?

The majority of Australian customers regularly use search engines to find and research a business, but only 26 per cent of small businesses use search engine optimisation (SEO)...