{"id":48940,"date":"2021-11-30T17:18:00","date_gmt":"2022-10-18T17:18:38","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=48940"},"modified":"2022-10-24T17:44:47","modified_gmt":"2022-10-25T00:44:47","slug":"the-top-3-small-business-trends-for-2022","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/au\/blog\/the-top-3-small-business-trends-for-2022\/","title":{"rendered":"The Top 3 Small Business Trends for 2022"},"content":{"rendered":"\n<p>In the <a href=\"https:\/\/www.salesforce.com\/au\/resources\/research-reports\/smb-trends\/?d=7013y000002lQjVAAU&amp;nc=7013y000002lQjLAAU\" target=\"_blank\" rel=\"noopener\">5th edition of the Small and Medium Business Trend report<\/a>, The Harris Poll spoke with 2,500 SMB leaders across the world. The results illustrated common challenges, plus similar links between revenue growth and different approaches, from customer engagement to flexible working.<\/p>\n\n\n\n<p>Some trends were new, but others weren\u2019t. When it comes to areas like technology investment, back-to-back editions of this research have pointed to greater investments from growing SMBs when compared to stagnant or declining ones.<\/p>\n\n\n\n<p>We\u2019re sure 2022 will have some surprises. But for the SMBs looking for new-year priorities, we\u2019re predicting these three trends will determine who\u2019s staying ahead of the curve and who isn\u2019t.<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-vidyard wp-block-embed-vidyard\"><div class=\"wp-block-embed__wrapper\">\n<script type=\"text\/javascript\" async src=\"https:\/\/play.vidyard.com\/embed\/v4.js\"><\/script><img decoding=\"async\"  style=\"width: 100%; margin: auto; display: block;\"  class=\"vidyard-player-embed\"  src=\"https:\/\/play.vidyard.com\/3u9dXSaewgAqqZ9JvmMPbW.jpg\"  data-uuid=\"3u9dXSaewgAqqZ9JvmMPbW\"  data-v=\"4\"  data-type=\"inline\"  data-width=\"500\"  data-height=\"187\"\/>\n<\/div><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"1-a-focus-on-shifting-customer-expectations\">1. A focus on shifting customer expectations<\/h3>\n\n\n\n<p>The pandemic has only accelerated customers\u2019 digital habits and their appetite for seamless, omnichannel experiences. It\u2019s little wonder that survey responses show that <b>69% of SMBs in Australia and New Zealand plan to offer contactless services permanently<\/b>. And <b>more than one in three SMBs have increased customer engagement channels<\/b>.<\/p>\n\n\n\n<p>But customers don\u2019t just expect more channels, they expect convenient, personalised experiences with your business, any time, anywhere. SMBs say that keeping up with demand and personalisation are two of their biggest customer engagement challenges, ensuring that SMBs will need to keep finding scalable solutions for meeting new expectations.<\/p>\n\n\n\n<p>That\u2019s why we\u2019re confident 2022 will see an even greater focus on reshaping business operations around customers\u2019 evolving needs and expectations.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"2-a-focus-on-happy-employees\">2. A focus on happy employees<\/h3>\n\n\n\n<p>With the Great Resignation in full swing, customers aren\u2019t the only ones with changing expectations. And the research reveals that flexible working arrangements are now the number one employee expectation \u2014 with growing SMBs more likely to provide this.<\/p>\n\n\n\n<p>Great customer experiences often depend on <a href=\"https:\/\/www.salesforce.com\/au\/resources\/articles\/how-to-deepen-employee-trust\/\" target=\"_blank\" rel=\"noopener\">employees who are equipped with the data<\/a>, tools and approaches that help them do their jobs well. So growing focuses on customer expectations and happy employees will go hand-in-glove.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"3-investments-in-technology-that-empower-customers-and-employees\">3. Investments in technology that empower customers and employees<\/h3>\n\n\n\n<p>Underpinning these trends are digital solutions that empower both groups. Changes like self service, AI and chatbots can help SMBs\u2019 employees meet demands while customers are freed to find answers on their own. And solutions in marketing and sales empower employees through better, more holistic customer data, helping them support customers when they need it most.&nbsp;<\/p>\n\n\n\n<p>It makes sense, then, that growing SMBs have invested most in customer service technology, followed by marketing and sales technology.<\/p>\n\n\n\n<p>But there\u2019s simply been a digital shift across the board, with more than half of survey respondents saying they wouldn\u2019t have survived the pandemic if they had been using technology from 10 years ago.&nbsp;<\/p>\n\n\n\n<p>No matter what\u2019s in store for 2022, we\u2019ve got a hunch that continued digitisation and building out flexible tech foundations will be key to future success.<\/p>\n\n\n<aside class=\"contextual-driver has-text-align-left\">\n\t<header>\n\t\t<h2 class=\"tidbit-head\">\n\t\t\tDon&#039;t miss the rest of the trends\t\t<\/h2>\n\t<\/header>\n\t<div class=\"tidbit-body\">\n\t\t<p>Get the 5th edition Small and Medium Business Trends Report<\/p>\t<\/div>\n\t\t\t<p class=\"tidbit-link label\">\n\t\t\t<a class=\"label has-right-arrow has-right-arrow--small\" href=\"https:\/\/www.salesforce.com\/au\/resources\/research-reports\/smb-trends\/?d=7013y000002lQjVAAU&#038;nc=7013y000002lQjLAAU\" target=\"_blank\">\n\t\t\t\t<span>Download now<\/span>\n\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 14 10\"><path d=\"M13.92 5.38a1 1 0 0 0 0-.76.9.9 0 0 0-.17-.26.3.3 0 0 0 0-.07l-4-4a1 1 0 0 0-1.46 1.42L10.59 4H1.07a1 1 0 0 0 0 2h9.52l-2.3 2.29a1 1 0 0 0 0 1.42 1 1 0 0 0 1.42 0l4-4a.3.3 0 0 0 0-.07.9.9 0 0 0 .21-.26\" \/><\/svg>\n\t\t\t<\/a>\n\t\t<\/p>\n\t\t\t\t<img class=\"tidbit img-green-cliff\"\n\t\tsrcset=\"\n\t\t\thttps:\/\/www.salesforce.com\/au\/blog\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-green-cliff-large@0.5x.png 84w,\n\t\t\thttps:\/\/www.salesforce.com\/au\/blog\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-green-cliff-large@1x.png 168w,\n\t\t\thttps:\/\/www.salesforce.com\/au\/blog\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-green-cliff-large@2x.png 336w\n\t\t\"\n\t\tsrc=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-green-cliff-large@1x.png\"\n\t\talt=\"Illustration of green-cliff\"\n\t\tsizes=\"(min-width:1024px) 175px, 130px\"\n\t>\n\t<\/aside>\n\n","protected":false},"excerpt":{"rendered":"<p>It\u2019s been an unpredictable year for small and medium-sized businesses (SMBs) in Australia and New Zealand. As 2021 comes to a close, none of us have a crystal ball \u2014 but we do have recent research that hints at what\u2019s to come in 2022. <\/p>\n","protected":false},"author":1,"featured_media":48942,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"74ce43e2285547ef98fd17b4f5ff72ff","post_meta_title":"","ai_synopsis":"","jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[2482,2484,2462,2472],"sf_content_type":[],"coauthors":[2454],"class_list":["post-48940","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-customer-engagement","sf_topic-digital-transformation","sf_topic-research","sf_topic-small-business"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>The Top 3 Small Business Trends for 2022 | Salesforce<\/title>\n<meta name=\"description\" content=\"It\u2019s been an unpredictable year for small and medium-sized businesses (SMBs) in Australia and New Zealand. 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