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    • You know the difference a good customer experience can make – but are you delivering it online?Customer Experience insights and advice.

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    Most consumers now prefer a digital customer experience that involves engaging with small and medium businesses online.* Once you’ve transitioned online, it’s crucial that you give your customers the best impression of your business. You can do this by designing and implementing an effective customer journey mapping strategy that will help you understand how your customers behave and what they expect as well as how to boost your digital presence to meet their expectations.

    Our latest report on Customer Experience, the second in our Telstra Business Intelligence 2020 series, uncovers gaps between what consumers expect and what SMBs think consumers want when it comes to interacting with SMBs online.

    With insights gleaned from over 2,000 interviews with consumers and business owners and advice from a range of experts, we hope this insight report arms your business with the tools to help you succeed.

    Access your free report now.

    *Source: Telstra Business Intelligence Study 2019


    What's inside the report?

    Are you responding quickly enough to customer communication?

    Communication in customer service is everything. We share where, when and how customers want to communicate – and offer advice to meet their expectations.


    Can your customers book and buy online?

    As online transactions become more common, make sure you’re offering the options customers expect.

    Do you deliver on delivery?

    Whether you’re delivering a product or service, discover how you can streamline the delivery process and keep your customers on-side.

    Is your data driving loyalty?

    Customer data can be your best tool to drive loyalty – as long as you use and store it responsibly.

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    Meet our Customer Experience experts.

    Swipe to explore

    “Delivering outstanding service and knowing your customer is what gives small business an advantage over big spending, larger competitors.”

    Kevin Doyle - Salesforce

    “The delivery experience starts at the checkout. Make sure you give your customers choice and are upfront about shipping costs, delivery timeframes and your return policies.”

    Ben Franzi - Australia Post

    “We have over 40,000 active small to medium-sized businesses currently on our platform, so the shift to ‘buy now, pay later’ is having a significant impact.”

    Katrina Konstas - Afterpay

    “A data strategy that is led by clear goals around improving the customer experience can be a powerful tool in building stronger relationships with your customers.”

    Ryan Murtagh - Neto

    “Testing 5th Tile: Delivering outstanding service and knowing your customer is what gives small business an advantage over big spending, larger competitors.”

    Test Author - Test Company

    Telstra Business Intelligence 2020.

    Give your customers the best impression of your business online.

    Get independent insights and expert advice on how to improve your customers’ experience at every digital touchpoint.

    You’ll receive access to our Customer Experience insights report as soon as you’ve filled out the information below. You’ll also be among the first to hear when new reports are ready – there’s more to come in the Telstra Business Intelligence 2020 series.

    Enter details to complete the form

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    From setting up eCommerce to automating customer communications, our Digital Marketing Services team is here to help improve your customers’ experience online.

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