The Top 3 Small Business Trends for 2022

The Top 3 Small Business Trends for 2022

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1. A focus on shifting customer expectations

The pandemic accelerated customers’ digital habits and their appetite for seamless, omnichannel experiences.  It’s little wonder that survey responses show that 92% of SMBs in Singapore and Thailand plan to offer contactless services permanently. More than half of SMBs have increased customer engagement channels.

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1. A focus on shifting customer expectations

Customers don’t just expect more channels. They also expect convenient and 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.  Therefore, SMBs will need to 

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1. A focus on shifting customer expectations

keep finding scalable solutions for meeting new expectations. That’s why we’re confident 2022 will see an even greater focus on reshaping business operations around customers’ evolving needs and expectations.

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2. Happy employees mean happy customers

Customers aren’t the only ones with changing expectations. Salesforce research reveals that flexible working arrangements are now the number one employee expectation in Singapore — with growing SMBs more likely to provide this.  In Thailand, the focus is on employee safety, with mask 

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2. Happy employees mean happy customers

wearing and access to vaccinations among the top concerns. Great customer experiences depend on employees having the data, tools, and circumstances necessary to do their jobs well. Empowering your employees with the right tools will lead to greater job satisfaction. This, in turn, leads to a sharper focus on customer needs.

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3. Investments in technology that empower customers and employees

Underpinning these trends are digital solutions that empower both employees and customers.  Solutions in marketing and sales empower employees through better, more holistic customer data, helping them meet evolving customer needs.  Additionally, technology like self service, AI, and chatbots 

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3. Investments in technology that empower customers and employees

can help SMBs’ service teams meet demand, while customers are freed to find answers on their own.

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