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?
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.