Telstra Business Intelligence 2020: Insights & advice to help your business thrive

Anne Da Cunha
Small Business Executive

Anne Da Cunha is the Small Business Executive for Telstra. She is passionate about the Success of Australian Businesses and in developing ways that Telstra can partner with them, to ensure they get all the business and technology solutions they need to thrive and be the innovators of Australia.

Anne Da Cunha
Small Business Executive

Anne Da Cunha is the Small Business Executive for Telstra. She is passionate about the Success of Australian Businesses and in developing ways that Telstra can partner with them, to ensure they get all the business and technology solutions they need to thrive and be the innovators of Australia.

No two small or medium-sized businesses are the same, but there’s one thing most share – a scarcity of resources. When you’re overseeing daily operations, it can be challenging to stay ahead of tech developments and what they mean for your business. On the other hand, outsourcing expertise can be costly.

We created Telstra Business Intelligence 2020 to empower small and medium sized businesses (SMBs) with high-quality, free resources that explore how technological innovations can help their businesses thrive. This series is designed to help you meet your customers’ expectations as the digital environment evolves.

To understand businesses’ and consumers’ perspectives, we conducted 1,000 interviews with consumers and 1,000 interviews with SMB owners. The resulting data revealed areas where businesses are staying ahead, and others where businesses can benefit by better using digital technologies.

The first report in this series focused on getting your business noticed online. This time, we’ve got advice on delivering a robust and memorable customer experience to keep them coming back.

The Customer Experience insights report is packed with expert insights and real-world case studies from SMBs to help you meet the demands and challenges of the current – and future – business climate, with advice and practical steps you can take to meet customer expectations at every touchpoint, including:

  • How to allocate your resources to communicate with customers on the platforms they’re using.
  • Understanding popular payment types and adopting new ones your customers might prefer.
  • Adapting your delivery offering to keep up with expectations set by bigger businesses.
  • Using data to build customer loyalty, and managing it securely.
  • Identifying the ways video can amplify your service offering in a post-pandemic environment.

While recent months have seen rapid changes to the commercial landscape, we believe there is no one better equipped to meet the challenges of 2020 – and beyond – than the resilient Australian small and medium business community.

Are you meeting expectations online?

Expert advice and practical tips to help turn customers into loyal advocates.

Download free reportAre you meeting expectations online?

Virginia Martin founder of Búl
Customer Experience
Customer Experience
Keep customers happy and maintain your work-life balance: Virginia Martin, founder of Búl

Customers might be making enquiries about your business around the clock, but you don’t need to trade your well-earned downtime to be helpful and responsive. Virginia Martin, f...

Woman shopping online
Customer Experience
Customer Experience
5 things customers expect from your business online

Do you know which online features customers think are important when dealing with businesses online? Research shows that you may be underestimating these five things.

Man using tablet in stockroom
Business IQ
Business IQ
The fundamentals of online security planning

Protecting your business online requires more than set-and-forget antivirus software. In an increasingly digital world, planning and strategy are key for keeping your business ...

Man using tablet in stockroom
Productivity
Productivity
Your 5-step guide to digitising your business

Kickstart your business’s digital transformation with our quick guide. Discover the five essential steps that can help your business thrive online in 2021 and beyond.