SiteMinder, the world’s leading open hotel commerce platform, has today unveiled the lists of top hotel booking channels that over the past year brought the highest booking revenue to hotels in Australia.

The list for Australia––in line with global trends––reveals a more holistic online commerce strategy, consisting of both new and established methods, is being taken by hotel businesses to reach new customers and produce revenue. This holistic commerce strategy consists of a greater balance between direct and indirect revenue streams, with direct bookings now one of the top two revenue drivers in Australia and more than half (12) of global markets—up from five markets last year and two in 2019—driven by increased investments in booking engines, hotel websites, metasearch, frictionless payments, support from hotel consultants and specialist applications designed for conversion.

This year’s lists also feature 29 new distribution channels—including Hero Travel in Australia—reflecting the current aptitude among hotels to embrace new revenue streams in their pursuit of new customers. Additionally, the lists increasingly feature Airbnb, which has risen in Australia and 11 other markets and debuted in three, in spite of the channel being made available to traditional hospitality businesses only four years ago.

Other major findings supporting a greater adoption of a holistic hotel commerce strategy in Australia included:

●      The maintained relevance of regional channels, particularly in locations with ongoing reduced international travel. With SiteMinder’s World Hotel Index showing that domestic tourists continue to account for more than nine-in-10 guests locally, the arrival of Australia’s own Hero Travel among the Top 12 confirms its proven value to the country’s hoteliers.

●      The consistent performance of global distribution systems, which retained their fourth position in Australia. Globally, they rose two or more positions in seven markets—Asia, Canada, Mexico, the Middle East, the Netherlands, the Philippines and Thailand.

●      The ongoing importance of wholesalers for many accommodation providers, with leading bedbank Hotelbeds again among the Top 12 in Australia and in each destination examined.

“We’re living in a new era of hotel guests, dominated by what we’ve identified as the ‘dynamic traveller’ who comes with evolved booking behaviours and preferences. Our data highlights the willingness of hoteliers to adopt both new and established methods to attract these customers, as they pursue a more holistic hotel commerce strategy to sell, market, manage and grow their business,” says SiteMinder’s senior director of global ecosystem, James Bishop.

“Most clearly, the rise of direct bookings reflects the grown investments we’ve seen among hotels in their websites—including their booking engines and payment options, and the specialist conversion tools they connect with—as well as their metasearch strategies and local hotel consultant support. Meanwhile, a newcomer cohort of 29 channels showcases the openness of hotel businesses to employ a broader, multichannel approach as a way of connecting with more niche or harder-to-reach customer segments.

“The popularity of Airbnb comes as no surprise. As many travellers continue to seek out accommodation options that allow work and travel to seamlessly meet, hotel distribution channels catering to longer stay and workation guests will continue to perform strongly.”

SiteMinder’s regional vice president of Asia Pacific, Bradley Haines, adds: “As the environment for hotels continues to evolve, it’s pleasing to see hoteliers throughout Australia embracing a broader range of channels, both direct and indirect, to attract new guests.

“The rise of Qantas Hotels into the top five positions over the past year is a reminder not only of the continued prevalence of domestic travel but also the growing desire for package deals among consumers. As market conditions change, it’s vital that hoteliers continually analyse and assess their online commerce strategies, and ensure they are educated on the distribution channels proving most effective in securing reservations and revenue for local businesses.”

Top hotel booking channels in 2021

based on total gross revenue made for all users of SiteMinder’s platform, were:

1. Booking.com
2. Hotel websites (direct bookings)
3. Expedia Group
4. Global distribution systems
5. Qantas Hotels
6. Agoda
7. AOT Group
8. Airbnb
9. Hotelbeds
10. HRS Australasia
11. Flight Centre Travel Group
12. Hero Travel.

Zendesk’s landmark annual research has highlighted the disconnect between Australian business leaders and their support agents on the level of customer service they provide, with their customers echoing the same sentiment.  The global Zendesk (NYSE: ZEN) Customer Experience (CX) Trends Report 2022 identified that 67% of Australian business leaders give themselves high marks for their customer service, however, only 16% of agents feel satisfied with the quality of training they receive. Customers are noticing too, with half believing that businesses need to improve agent training.

“Businesses cannot afford to take a transactional approach to their relationships with customers. Customer service is now a key differentiator, but this year’s report reveals gaps exist between expectation and delivery,” said Adrian McDermott, Chief Technology Officer, Zendesk. “Customers are noticing this gap and voting with their business – and that’s perhaps the clearest signal to businesses that change needs to happen, and fast.”

“It’s a challenging time for Australian businesses, with the need to keep adapting to their customers’ ever-evolving needs. Business leaders need to ensure they are really listening to their employees and customers. Our research found that customers are noticing the disconnect. To remain competitive, leaders must focus on customer experience as a priority by investing.” said Wendy Johnstone, Chief Operating Officer, APAC, Zendesk.

The report draws on input from customers, agents, customer service leaders, and business leaders from across 21 countries. Data was also gathered from more than 97,500 Zendesk customers who participated in the company’s Benchmark program. As customers call out increased expectations and the readiness to switch after just one bad experience, the need to close the gap between these expectations and the customer experience delivered have never been more urgent. The opportunity cost for many is nothing short of revenue loss and missed opportunities for growth.

Consistent Truths – Customer Service Can Drive Growth

The majority of Australian respondents (77%) see a direct link between customer service and business performance, with two thirds (66%) estimating that customer service has a positive impact on business growth. The opportunity is not simply to deliver a single solution-based interaction with the consumer but to use that point of engagement as an opportunity to deepen the relationship. Customer engagement is up 13% from the previous year, representing more opportunities to upsell or cross-sell to happy customers.

This cuts both ways though, and the insights reveal that customer expectations can drive or stifle growth plans. As customers spend more online, two in five (44%) say that their customer service expectations have increased in the past year. Channels play a big part in meeting these increased expectations and particularly, being where the customer is. Despite this, Australian businesses are not investing enough to support their CX teams to drive growth, with only half (50%) having a strategic plan for CX over the next three years.

Key insights:

• 90% of Australian customers say they are willing to spend more with companies who personalise their customer service experience
• 84% of Australian customers say they are willing to spend more to buy from companies that offer them the chance to find the answers they need themselves
• Only 17% of Australian companies are set up with one platform that connects all service channels. 

The Agent X Factor – Customer Experience (CX) Trends

Increased expectations lead to increased pressure on agents, who act as the front line. In fact, the research found that a significant number of respondents across APAC (68%) agree that customer service agents are essential to driving sales.

When it comes to resolving issues, almost half of the customers surveyed across APAC are looking for agents who are helpful and empathetic. And customers will parlay this goodwill in a positive experience to being open to recommendations from service agents. Many businesses, though, have yet to recalibrate their view of customer service as a cost centre. This has meant that investments in optimising the function have not kept pace with growth, let alone with increasing customer expectations. So while a majority of businesses acknowledge customer service agents as being pivotal to driving sales, a very small number of those same agents are extremely satisfied with their workloads.

CX teams in Australia are burnt out and undervalued:

• Only 11% of agents are extremely satisfied with their workloads
• Only 7% are extremely satisfied with the career paths available to them 
• Only 25% feel empowered to do their job well 
• Only 5% of staff are satisfied with customer service metrics used
• 78% of leaders agree that customer service agents play a vital role in customer retention. However, 36% say the customer service team is not treated as well as others in the organisation.

Agent empowerment is a clear focus area for 2022, as agent burnout continues to be a challenge. Only 16% of agents are extremely satisfied with the quality of training they receive. Pair this with the fact that half of the customers feel that businesses need to improve agent training, and you have the first case for investing in what agents need. These also include better performance metrics, clear advancement opportunities and, fundamentally, more respect.

Closing Gaps and Mapping Paths To Growth

A majority (68%) of Australian business leaders say that their organisation views customer service as a critical business priority, but 45% report that it’s still not owned by the C-suite. While the insights clearly indicate a business case for investments in customer experience, this isn’t necessarily being followed through with executive sponsorship or the right tools or programs, such as training for agents or investment in artificial intelligence (AI). In fact, Australia is falling behind other APAC countries when it comes to AI adoption, with only a quarter of businesses allocating 25% of their CX tech budgets to AI and more than half (54%) have been ad-hoc in their AI implementation.

Key insights:

• Only 33% of Australians expect AI to improve CX quality, compared to 87% in India and 61% in Korea
• 42% of Australians expect AI to make their life easier, compared to 91% in India, 68% in Korea and 67% in Singapore
• Only around half (56%) of Australians want to engage with a bot
• Only 4 in 10 customers agree that AI is good for society
• Only 15% of Australian leaders say they get a very high ROI from AI

“AI can accelerate business transformation and improve CX, but businesses must help close the confidence gap in Australia. They can do that by showcasing how AI can create positive outcomes for customers,” said Wendy Johnstone, Chief Operating Officer, APAC, Zendesk.

“The business case for customer service is clearer than ever and getting buy-in from the top is a critical first step. Getting leadership engagement relies on evolving the key metrics – look beyond CSAT and identify the broader business impact that can tell a compelling story,” McDermott adds. “This year’s findings bring into sharp focus the need for there to be a more concerted effort across the organisation – including better integration of systems and a regular review of metrics. In short, let the insights lead you.”

Additional Resources Customer Experience (CX) Trends

For more information, download the report, Customer Experience (CX) Trends 2022 here

After two years of total disruption, life is slowly returning to normal – except it won’t quite ever be back to business-as-usual. The COVID-19 pandemic has fundamentally changed us; made us question our values and re-evaluate what’s important to us. And as we return to the office and adjust to post-pandemic life, the way we work, the way we communicate, and the way we prioritise our time will be different. Because of this, businesses will need to adjust to meet the new demands of employees, which will ultimately affect the way they use and implement technology in the office. 

Andy Hurt the Managing Director from Poly shares the trends for the changing workplace in 2022:

A return to simpler times

The pandemic forced us to slow down, which, in the middle of a devastating global health crisis, was one of the more positive outcomes. During the lockdown, people grew to appreciate the little things; to enjoy time spent with family, to connect with loved ones, and to appreciate not having to rush everywhere.

As we return to the office, this desire for simplicity will extend into the workplace and as such, we’re going to see significant changes to meeting rooms. Businesses will want to take the complexity out of the meeting room; removing complicated systems that affect productivity and engagement. We’re going to see the end of electric blinds and fancy lighting systems that need to be endlessly tinkered with to get everything right; people want to simply walk into a room, have their meeting, and get on with their day. This will mean having the right technology that simply works every time. Simple, easy to use, high-quality technology which allows them to connect seamlessly with co-workers and clients with zero fuss. 

The 15-minute work-life model 

During the pandemic, people enjoyed not having to commute long distances and we expect to see this continue into next year and beyond. Commute-avoidance will lead to the rise of the 15-minute work-life model – a new reality where people choose to work, live and play within 15 minutes of their home. 

It’s now widely accepted that we can be productive from anywhere, and workers who no longer wish to commute each day will demand that their employers incorporate hybrid working as part of their default working arrangement. But that doesn’t necessarily result in everyone working from home. We’ll also see a rise of satellite offices; smaller offices located in suburban areas that provide an additional workspace to the central CBD location. 

CBD offices will predominantly be frequented by those who live in and around the city, with other employees working across a mix of home offices, satellite offices, and co-working spaces, all connected and working as a team through simple and easy to use collaborative technologies. 

Business anywhere

With no natural end to remote working and the need for a distributed workforce across many industries, this will lead to further decentralisation of industries as they incorporate hybrid working. Gartner believes that by the end of 2023, 40% of companies will use “operations anywhere” to combine virtual and physical interactions with customers and employees.

We have already witnessed the rise in telemedicine, the boom of e-commerce, the rise of digital banking, and even contact centres adopting decentralised work practices and processes as a result of the pandemic. The growing adoption of cloud technologies and services, combined with the uptake of 5G and faster internet speeds, will continue to drive the decentralised workforce, enabling productivity and business continuity even with a larger proportion of the workforce working away from the central office. 

Equality of experience

In the early days of the pandemic, people were scrambling to simply get the equipment they needed to work from home – laptops, headsets, and even desks and chairs. But we’ve evolved significantly since then, and it’s become apparent that pro-quality sound, crystal clear video, and an unwavering internet connection are imperative in order to be productive while working remotely. 

2022 will be about ensuring technology plays a more effective role in helping employees, with more of an emphasis on achieving work equality – ensuring that those who wish to work away from the central office are not penalised with an inferior experience. Collaborative technology will be the focus so that employees can feel they are sitting beside their colleagues, clients, and business partners, no matter where they’re working. 

VR is still a long way off 

Video has become a primary method of communication and we expect this to continue to dominate as we move into 2022. However, despite an increased focus on collaborative technologies and a desire for employees to feel a sense of connectivity and camaraderie while working remotely, we don’t expect to see an adoption of virtual workspaces any time soon. 

We know that comfort is a key consideration for remote workers, and those who are on conference calls all day are looking for softly padded headphones that are so lightweight you forget you’re wearing them. While virtual collaboration might be a fun experience while the novelty lasts, the reality is we won’t see VR meetings widely adopted until the hardware can be designed in a way that’s comfortable, lightweight, and easy to wear for hours on end. 

Data-driven decisions

With office spaces only accommodating a fraction of employees at any given time, businesses will be turning to flexible and cost-effective systems to help them effectively scale as needed. Companies will reconfigure physical offices to create hybrid spaces to support a more collaborative and less structured working environment, while dedicated hot desks or coworking spaces will also be employed. The demand for equipment such as teleconferencing and collaboration tools may vary across locations, and employers will need to adapt and tailor each workspace with the right devices and solutions to ensure consistency in experience.

The complexity that comes with managing such asynchronous and dynamic work environments will see an increase in demand for software that can help streamline people and processes. We’ll see new software being developed that provides clever metrics on how employees engage at work; from how many meeting rooms are being used and when, which technology is being used, how engaged people are in meetings, and whether they’re opting to have their cameras on or off. These insights will be crucial for businesses to get a better understanding of how collaborative technology is being used and what they can do to improve productivity. 

As a self-confessed tech addict, I like to be one of the first to embrace new gadgets designed to make my life easier. That’s why when the uber-cool Ray-Ban Stories smart glasses were released, I had to get my hands on a pair.

This innovative product gives you an edge over competitors by allowing you to connect with your audience and personalise your content like never before.

Giving insight into what you do as a business is great for expanding your reach. 

It also highlights your curiosity for innovation and new technology as a business.

According to the “We Are Social” digital report, Australians spend 40% of their waking hours using the internet. 

We consume a hell of a lot of content each day, so content needs to be distinctive in order to stand out.

For solo driven or small businesses, who might not have someone to follow them around and shoot content, this piece of tech can be their wearable Hollywood film crew.  

So if you’re curious about learning more about how you can use Ray-Ban Stories’ smart glasses in your business, read on!

But first, a confession from a publicist

Sometimes growing our own brand gets pushed to the back. 

However, wearable tech has made it easier for us to share our own stories. 

Have you ever been in a moment and thought, “I wish I could capture this exactly as I see it?”

Wearable tech solves this problem – you never miss an opportunity! 

The brilliance lies in the fact that you don’t have to plan ahead, the smart glasses allow you to take advantage of opportunities to film content as they arise. 

Finally, an answer for those who are too busy to dedicate hours to filming and editing content. 

See things from another perspective

This innovation has taken a dash of living in the moment and a pinch of capturing the memories,  creating a groundbreaking content creation cocktail.

In fact, sharing a first-person perspective has never been so effortless. 

For example, filming a “Day in the Life” reel with smart glasses is so easy that the viewer actually feels like they are walking in your shoes. 

Anything from what your office or warehouse looks like to how you make your product can be the subject of engaging content that sets you apart from others in your industry. 

Think behind the scenes – you don’t want to give away your secrets but a little insight can create intrigue!

When I travelled across the border for the Sydney Young Entrepreneur of the Year Awards, I tested out the Ray-Ban Stories smart glasses for the first time and captured some awesome footage. 

Keep an eye out on our socials for a sneak peek into my trip (which got extended due to COVID)!

Capture authentic testimonials 

To the untrained eye, smart glasses look like regular glasses, so they work wonders for anyone who is camera shy or suffers from anxiety. 

Whether that be the interviewer or the interviewee, an environment that feels natural and comfortable is easily created with the use of glasses.

Therefore, the ability to capture genuine testimonials is greater than ever before!

It feels like a simple conversation, yet the content produced can be priceless … if done well.

Remember it’s important to follow the checklist below before you get a testimonial from a client:

Checklist

              □     Make sure you don’t film anyone without their permission 

              □     Let people know what smart glasses are and how they work

              □     Don’t forget to take them off in private settings (you don’t want to accidentally film the change rooms!)

Verdict

It’s important to try new things in business, be forward-thinking and stay ahead of the game. 

Plus, these smart glasses are an ad-free experience, so none of your data is used for personally targeted ads. 

How great!

We look forward to sharing what we capture over the next few months! 

Amanda Williams from Yellow Panda gave the glasses a go to see how they might help or hinder her day in the life of a publicist.

Small Business Answers has a guide to using PR to grow your business here.

D-Link has launched their new Nuclias Cloud-Managed DBG-2000 SD-WAN Security Gateway which offers centralised control to deploy, secure and intelligently manages network and Internet traffic for all types of businesses or remote workers. With D-Link’s Nuclias Cloud solution already offering a wide range of Wireless Access Points and Switches, the DBG-2000 SD-WAN Security Gateway is not only a logical addition to the range but also means that D-Link now offers a complete end-to-end cloud-managed solution. The DBG-2000 is ideal for Managed Service Providers who can, in turn, offer the solution to any size organisation that requires a cloud-managed SD-WAN security gateway with features including a powerful Firewall, Quick VPN connectivity, Intrusion Prevention (IPS), Application Control and Content Filtering.

Graeme Reardon, MD of D-Link ANZ, added “With the launch of the DBG-2000 SD-WAN Security Gateway, the third strategic piece of the Nuclias Cloud platform has arrived, enabling businesses to fully outsource their Wi-Fi, Switching, and now Secure Routing, to a pay-as-you-grow Network as a Service (NaaS) model with the Nuclias Cloud platform via our certified Partner network.”

The DBG-2000 provides significant performance with 1.8 Gbps of Firewall throughput and features simple policy management for users to execute policies across the network for greater consistency and protection. 

Quick VPN connectivity enables the modern decentralised workforce as they move from the office desk to the home office. Nuclias enables easy P2P VPN tunnelling for better business privacy and remote working and users can, with a single click, rapidly establish their VPN via the Nuclias dashboard for secure connectivity to the Corporate network.

The Intrusion Prevention System (IPS) actively shields the network from modern-day threats such as DDoS attacks, brute force attacks or vulnerability exploits, as well as alerting administrators to any irregularities on the network. The included Dynamic Content Filtering categorises and controls accessible sites to safeguard against malicious websites without requiring additional licences. 

Amidst the pandemic, many businesses struggle to maintain workforce productivity while transitioning to virtual work environments. The obstacles include cost constraints, lack of IT resources for network management, security concerns, application access and social distancing regulations.

D-Link’s Nuclias Cloud Networking Solution, which now includes the DBG-2000, helps businesses resolve these issues and build the infrastructure needed to support a largely remote workforce while reducing cost, maximising resources and alleviating daily network management challenges.

Businesses owners are provided with cost-effective cloud-managed networks that are quickly deployed and easily maintained, and track and trace features through the cloud-enabled access points improve visibility and business efficiency. 

Nuclias Cloud features intuitive dashboard management and zero-touch provisioning, allowing for easy deployment and management of networks without the need for highly trained IT personnel. Unlimited scalability is ensured, as companies can add devices to the network as their business grows.

Nuclias Cloud also provides role and privilege-based access control, as well as real-time traffic report monitoring and analysis for identifying and resolving network issues for the highest quality connectivity. 

Availability and pricing

The new DBG-2000 Nuclias Cloud-Managed SD-WAN Security Gateway is available from www.dlink.com.au (RRP AUD$1499.95), and from all Nuclias Cloud certified partners and resellers.

Search traffic doubles, enquiries surge as more Australians look to buy a business. Drop in businesses listed for sale intensifying competition among buyers. Cafes remain most popular, boom in demand for liquor businesses. Queensland biggest loser from COVID border closures.

Leading business sales marketplace AnyBusiness.com.au is forecasting a flurry of activity in business transactions, as a confluence of factors ignite strong interest in the small to medium business sector.

While all eyes have been on ballooning property prices, business values are also primed for post-COVID growth amid surging demand, border reopenings, eased operating restrictions and fewer listings.

Mary Tamvakologos, Director of Operations, AnyBusiness, says the outlook is positive for the business market, amid a perfect storm of strong demand, short supply and surging consumer and business confidence.

“Confidence is returning quite strongly, especially for small businesses after the challenges of the last 18 months. But there are many more prospective buyers than there are sellers at present.

“On AnyBusiness’s directory of businesses for sale, we have seen listings slump from almost 22,000 pre-COVID to just over 16,000 currently. That’s despite website traffic almost doubling and buyer enquiries remaining stable over the past 18 months. And with lockdowns now ending in the southern states, we’re expecting the number of enquiries to increase.

Mrs Tamvakologos says that despite lockdowns and patronage caps, cafés and coffee shops remain the most sought-after type of business in Australia, ahead of takeaway food shops and cleaning businesses.

“Cafes were always our biggest source of enquiry and that hasn’t changed with COVID. In part that’s because there are more of them, but they are also one of the easiest businesses to operate in terms of skillsets and equipment required. They aren’t like specialised manufacturing or professional services where the barriers to entry are much higher.”

A silver lining of the pandemic has been a dramatic increase in the demand liquor businesses, with owners well-placed to extract value from their businesses.

“There’s been a significant uptick in demand for bottle shops etc., given they were deemed an essential service during lockdowns. Their profitability has also increased as more people consumed beer and wine at home instead of at hospitality venues. But new listings of these types of businesses haven’t kept pace – if anything, they’ve become more tightly held. So, there’s upward pressure on the value of those businesses given that supply/demand imbalance,” Mrs Tamvakologos says.

Other business types popular with prospective buyers are restaurants, service stations, supermarkets, childcare centres, newsagencies, and motels – the latter owing to renewed interest in local travel given border closures.

While many of these sectors also dominate the volume of businesses listed for sale, others that have larger numbers on the market include hair and beauty salons, gyms and sports complexes, construction firms, and retailers.

Naturally there is variation between markets across the country. NSW and Victoria dominate the number of business transactions and enquiries, but Mrs Tamvakologos says we are yet to see the full post-lockdown bounce-back in these markets. Meanwhile despite remaining largely COVID-free, Queensland has suffered the greatest falls in buyer appetite.

“We have seen a noticeable decrease in enquiries about businesses based in Queensland, and we put it down to the fact the borders were closed, so people couldn’t get into the state. Lots of people relocate from the southern states to Queensland, and that has virtually dried up.

“I do see that turning around though, and already coming into this month, we have seen a good increase in enquiries.

“For WA, it has been a tough climate for the past 2-3 years for business sales, but we’re actually seeing things pick up in terms of confidence within the state. Meanwhile in South Australia, our team at AnyBusiness gets lots of feedback from business brokers that businesses are selling before they are even marketed, so there’s not a lot of businesses for sale in SA compared to the other states.”

Sydney-based business broker Zoran Sarabaca, of Xcllusive Business Sales, echoes Mrs Tamvakologos’s observations on buyer enquiries and listing volumes during COVID.

“People were told it wasn’t a good time to sell during lockdown, but it actually was – there were lots of enquiries coming through but fewer businesses being listed for sale. Because of the end of lockdown in NSW, Victoria, and the ACT, more businesses are now being listed for sale.

“We’re seeing strong demand across the board, not just confined to any particular industry. But anything to do with liquor, or essential services more broadly, there has been considerable demand for those businesses. And that has continued post-lockdown. Also, online businesses – anything you can run from home or isn’t tied to one place or region, they remain popular too.”

Mr Sarabaca adds that enquiries aren’t restricted to a particular type of buyer.

“Buyers active in the market right now are a mixture of people wanting to take charge of their own livelihoods and other businesses trying to grow. There’s more private buyers than businesses, simply because there are more people than companies, but both sectors are pretty active at the moment.”

Looking ahead, rising numbers of prospective buyers entering the market, interest rates remaining at record lows and a return to more normal trading conditions are all positive signs for the business market, says Mrs Tamvakologos.

“We’ll also see more listings as more business owners make the decisions to sell, given the strong level of buyer interest as well as high vaccination rates – especially in NSW, Victoria and the ACT – delivering a sense of optimism that lockdowns will be a thing of the past.

“I definitely think the so-called “Great Resignation” in 2022 will also see more people looking at business opportunities and self-employment. Everyone has a dream and after the shift in priorities and working conditions of the past 18 months, more people than ever are looking to fulfil that dream!”

To learn more about how to buy a business see Small Business Answers guide.

Following an alarming rise in cyberattacks against Australian businesses, experts are warning January is a prime time for ransomware attacks. 

Cyberattacks are up 30% in the last six months as cybercriminals exploit the pandemic and the remote and ongoing pressure of remote working.

Experts are warning Australian small businesses owners to ensure their business is well set up in 2022 to avoid being a primary target for cybercrime.

Business Australia General Manager Products Phil Parisis says Australian small businesses can be easy targets with SME’s accounting for nearly half of all cyber-crime incidents. 

“Research shows that business owners are aware of cyber-crime, but they are just not prepared – 90% of attacks are still successful due to human error.

“We often hear from businesses that ‘I’m just a small law firm, a building company, why would anybody target me?’.

“The reality is that cybercriminals don’t necessarily target you. Mostly you become an accidental victim of a large, broad-scale phishing attack. Then all it takes is one employee to make a mistake and it triggers interest in your business.

“Attackers are also incredibly creative at playing on human emotions, creating links someone is most likely to click.

“We’ve seen a huge increase in phishing campaigns that revolved around trending topics like coronavirus vaccines.

“It’s the easiest way to infiltrate a business and hold it hostage – and there are TikTok videos showing exactly how this is done within minutes.

“Business Australia has launched Business Australia Cyber, specially designed to help small businesses learn how to spot cyber risks and prevent attacks with a Cyber Security Health Check.

Seven practical steps for businesses to prevent a cyberattacks in 2022

1. Create a human firewall: Building a human firewall or educating yourself and employees is the most effective way of preventing a cyber-attack.
2. Protect your passwords: It’s critical that passwords are not easy to guess. It might be worth considering a password manager and a multi-factor authentication, providing a second wave of authentications.
3. Beware of public Wifi: Logging on to a public Wifi is one of the easiest ways to get hacked. If you, or members of your team, are working remotely, a safer option hot spotting to their phone.
4. Careful with what you buy: Cheap cables for iPhone charges have been found to have malware from, best to go with store approved products.
5. Upgrade your software: Ensure all your devices’ operating systems are upgraded regularly. These will include recent security patches. 
6. Consider insurance: Cyber insurance doesn’t reduce the risk; it reduces the financial impact of a cyber-attack. It can also help a business recover faster. 
7. Update business policies and procedures: Ensure your business processes are up to date to protect, prevent and recover from any suspicious behaviour. 

Also read Small Business Answers guide to Internet Security.

Scale My Clinic (SMC) was established in Melbourne in the year 2019, designed to offer proven insights, methods and techniques needed to propel the growth of General Practices from startups, small, large to multi-site businesses. SMC was co-founded by Dr Todd Cameron and Dr Sachin Patel with a vision of creating an impact and serving the General Practice community in Australia.

Project X is SMC’s one-of-a-kind, flagship programme designed by Dr Cameron and Dr Patel with the sole purpose of educating, supporting and advising GP owners on operating their businesses and achieving optimum results. Dr Cameron and Dr Patel have over 30 years of firsthand experience in General Practice ownership and offer a great wealth of knowledge and will provide all the tools required to assist GP owners in running a successful business and helping them create a big impact on the community.

Dr Todd Cameron, Co-Founder of Scale My Clinic said:

“Project X is our premier offering to GP owners who want to revamp their businesses to not only ensure sustainable growth but to help lead more balanced lives while continuing to provide high-quality medical care as well. It is also a means of connecting GP owners across the country and building a large community who will have access to all the necessary tools to ensure their business runs smoothly.”

The programme offers a variety of support options including daily in-person support, built-in accountability, a GP Growth Library, intensive conferences and events. There are also modules on Chronic Disease Management (CDM), Medicare Benefits Schedules (MBS) on offer as well. Additionally, GP owners will have the opportunity to network with the ever-expanding Project X Community.

As Scale My Clinic primarily serves privately owned General Practices in Australia, all applicants must go through the application process in order to qualify for the Project X programme. The application involves an interview and discussion to determine if the business is sustainable and fits in with the Project X programme. Successful applicants will be assigned an Implementation Buddy with access to all the relevant content and resources available within the programme, which will ensure that all teams are on the path to success. There is also a closed Facebook group for further support and encouragement. Some of the other features available are access to webinars, worksheets and templates for fast results, and exclusive access to member resources of the Project X community.

Project X uses a uniquely designed tool called the ‘Practice Success Blueprint’ which is designed for creating success for General Practice Owners. . The model was developed by Dr Cameron and Dr Patel and has been proven successful from individual General Practices to General Practice groups with multiple sites.

Dr Sachin Patel, Co-Founder of Scale My Clinic said:

“The Practice Success Blueprint is a tool that we developed with the aim of streamlining business processes to ensure that GP owners run their businesses successfully and with peace of mind. It is the basis of Project X and is our way of ensuring that GP owners receive the best possible support for their practices. Our application process for Project X ensures that all the necessary tools are provided for the correct people, in the correct way”

As Australia’s only business coaching service exclusively tailored for private GP Owners, Scale My Clinic developed Project X and other services to help GP owners create efficient and impactful businesses in their communities. The tools on offer are designed to assist GP owners in creating business models, implementing administrative & staffing strategies, marketing plans, financial budgets, and in receiving legal and financial advice to ensure their business runs as smoothly and possible.

SMALL and medium-sized enterprises (SMEs) are the backbone of the Australian economy, and with 2022 looking like the eye of the storm when it comes to the much-anticipated ‘great resignation’, there has never been a more critical time for SMEs to meet face to face and take to the skies to both retain and win new talent.

In a recent report, Microsoft found that 41 per cent of the global workforce is likely to consider leaving their current employer within the next year, with 46 per cent planning to make a major pivot or career transition.

Federal Government data shows small businesses contributed almost $418 billion to GDP in 2018-19 and Tom Walley, SME business travel specialist Corporate Traveller in Australia, said small and medium-sized businesses were at a critical juncture ahead of the hyped ‘great resignation.’

“Let’s face it, Zoom and Teams have been excellent tools over the past 18 months, and they will play a part going forward, but no business is going to sign deal worth millions over a virtual platform – there’s simply too much risk involved in taking that leap,” Mr Walley said.

“The vast majority of the feedback that I’ve received internally and from our customers is those who have made the effort to travel and see employees and prospects face-to-face have made more of an impact in a day or two than they would have in six months of virtual meeting calendar matching.

“Virtual platforms are excellent for information sharing but they really don’t cut it when it comes to key decision making. SMEs need to get back out there to engage with their own employees as well as linking up with potential prospects as soon as they possibly can.”

Mr Walley said several business owners have identified the last few weeks before Christmas as being a real window of opportunity to build and strengthen relationships ahead of the new year.

“SMEs have been inspirational in the way they’ve kept their businesses alive and used lockdowns to plan for the future and they want to get ahead of this so-called ‘great resignation’ that’s slated to take place next year – and our booking data supports that,” he said.

“London has stormed into the top three destinations booked by our Corporate Traveller customers from both Sydney and Melbourne and England’s capital has also made its way back into the top 10 as a whole brand – it hasn’t been in that position since before COVID hit globally.

“We know international travel is returning at pace out of Sydney and Melbourne and the enquiry we’re getting from Brisbane is unbelievable – the pent-up demand to travel both interstate and overseas for business from the Sunshine State is insatiable.

“There is now the realisation that only face-to-face interactions can save the leakage of talent and we’re expecting to see a significant uplift in international travel from February onwards. SMEs can’t afford not to travel and those that can, will.

“We know there may be some confusion early next year with the many different requirements for travel – but that’s where having a travel management company on your side has never been more vital – the recent relaunch of our ‘SAM’ app, for example, is like having our experts in your hand.

“I advise SMEs to have a marketing and sales strategy ready, innovate through your existing technology to differentiate your brand, create a cashflow positive strategy, strengthen customer service functions, improve business reporting, involve your human resources professional, update your business’s travel and expense policy, and, of course, take to the skies and get out to see your people and prospects.”

Below, Tom Walley forecasts seven areas he expects SMEs will focus on in 2022 in a continuing pandemic environment:

1. Businesses are likely to focus on nurturing repeat customers. Beyond customer acquisition, SMEs are likely to focus on driving customer loyalty as a key to business success. Mr Walley expects businesses will use every avenue to nurture customer relationships – from personalised communications with exclusive reward and discount offers in direct marketing, to social media and targeted online advertising. More businesses will encourage customer feedback to fine-tune their offerings and show customers they are valued.
2. SMEs will simplify their supply chains where possible. The pandemic has uncovered the business sector’s reliance on complex global supply chains and the significant impact of any disruptions along the chain. At the same time, Australians are beginning to understand the importance of locally made products. Mr Walley expects businesses to simplify their supply chains and try to localise some aspects to avoid disruptions and a dependency on other regions. Any shift to ‘Australian made’ will also help attract customers.
3. Growing adoption of AI. There will be an increase in AI-powered software, and Mr Walley expects more businesses to invest in software with AI technology in 2022 in their products, services, and customer interaction. AI will automate some processes, analyse data, improve the customer experience with predictive tools, and increase visibility across various phases of the supply chain. Corporate Traveller is a case in point. This year it re-launched its SAM (Smart Assistant Mobile) application, an AI-driven travel assistant app that provides travellers with real-time travel information, from itineraries to notifications and alerts.
4. A renewed focus on sustainability. Many businesses likely postponed sustainable initiatives during the pandemic while they focussed on protecting their employees and maintaining revenue. However, Mr Walley predicts SMEs will slowly take up their environmental programs in 2022, and some may even adopt more ambitious targets. Many are likely to pivot procurement to sustainable suppliers and establish goals to reduce waste and emissions across their operations, goods production, and their travel. Mr Walley expects flexible work arrangements to continue, while businesses maintaining travel to the workplace could introduce incentives for public transport use, cycling and other sustainable transport. More businesses restarting travel programs will focus on sourcing low-carbon transport options and accommodation with sustainable initiatives.
5. Embrace new payment methods. Cryptocurrency is gaining momentum in Australia and internationally – driven by looming concerns over growing inflation and the opportunities brought by major technological developments in decentralised finance. As a result, Mr Walley expects more businesses to diversify their payment mix to include crypto. However, he also expects adequate government regulation of the crypto industry to be implemented first, to decrease hesitancy and encourage a broader adoption of crypto.
6. SMEs will offer flexibility beyond WFH. With job ads increasing in October by 10 per cent on the previous month and 63 per cent on the previous year, applications have declined by five per cent. To attract talent, Mr Walley expects businesses to offer flexible work arrangements, including remote, casual, part-time, job share and contract job options, along with better entitlements and, for some, higher pay. Some businesses, particularly consultancies, may offer equity or profit share to retain indispensable senior employees. Due to the tight candidate market, more work may be outsourced to agencies, freelancers, or contractors next year.
7. Better and more flexible travel. In the absence of serious COVID variants that result in lockdowns and border closures, travel will again be an important business activity, particularly for building relationships and making sales. Mr Walley says that while international borders are likely to close again, businesses will still set their sights on domestic travel. At the same time, Mr Walley says businesses are developing new travel policies and procedures to mitigate health and safety risks among travellers. These may include engaging suppliers with good hygiene and safety protocols across air, hotel and transport that align with their own policies. Pre-trip COVID tests and confirmation of vaccination status will become the norm, while a higher proportion of businesses will engage with technology-driven travel management companies to equip them with information on restrictions and quarantine requirements in real-time. Businesses will review and upgrade their travel insurance, while seeking transport and accommodation cancellation policies that allow for last-minute changes.

Loungewear at work, a boom in pet accessories, and an emerging new generation of young e-entrepreneurs. These are just some of the consumer trends for 2022, or grow further, next year as a proportion of Aussies continue to earn a living from home, relocate out of cities, and take precautions to reduce their risk of viral infections.

The forecasts come from Davie Fogarty, Founder and CEO of Davie Group, the fast-growing company behind brands The Oodie, Calming Blankets and Pupnaps, which have amassed cult-like followings in the last three years. Davie was also recently added to the AFR Young Rich List, with Davie Group having turned over $182 million in FY21.

Davie says: “There are several key trends that will emerge, or grow further, that will drive a good amount of consumer spending. The impact of the COVID pandemic has seen more Australians embrace the indoors, changing their behaviour and clothing choices as a result. Businesses are similarly pivoting to meet these new needs, while the emergence of new technologies is drumming up consumer demand in new areas, while also helping young entrepreneurs break into different industries easily and successfully.

“At Davie Group, I am looking at ambitious ways to continue expanding our existing brands and acquiring new ones. I expect other business owners to similarly look at how they can evolve, grow and ultimately succeed next year and beyond.”

Below, Davie shares his nine consumer trends for 2022:

1. Loungewear will enter our workplaces and social lives. Now that hybrid working arrangements are widespread, Davie predicts more Australians will place an importance on, and invest in, lounge-style clothing, such as slouchy pants, track pants, sweats, tees and comfortable slip-ons or sneakers. There will be some ‘blurring’ between what we wear to bed or lounge around in at home, and what we wear out. Davie says, “Seeking comfort over fashion will be embraced more widely over the next year, as people and their employers become more used to people earning a living from home.” In anticipation of this trend, Davie is planning a loungewear collection launch for The Oodie in 2022.
2. Pet accessories will boom. As Australians have spent more time at home, pet ownership has increased significantly in the last two years, with 69 per cent of Australians now owning pets, and 19 per cent of pet dogs and 24 per cent of pet cats obtained during the pandemic.[1] With more people working from home in the company of their pets, Davie predicts pet products – along with pet ownership – will continue to boom in 2022. Davie’s own pet bed brand Pupnaps saw sales increase by 447 per cent from FY20 to FY21.
3. Bedrooms will become decentralised. Davie forecasts that Australians will move away from the bedroom as a place solely for rest and relaxation, as rooms become multi-functional. Australians will move to other areas of the house to read, relax and nap. Davie predicts more of us will invest in accessories usually associated with bedrooms – such as pillows, cushions, throws and candles – for living rooms, decks, rumpus rooms, studies or outdoor living areas.
4. Self-care will become a priority. Davie expects more Australians to prioritise their mental health and self-care needs to de-stress and reduce anxiety over the next year. Consumer demand for products and services that deliver on comfort, wellness and happiness will grow in 2022. Consumers will seek physical products that provide relaxation and a means of ‘escape’, along with experiences and services, such as spa treatments in and out of the home.
5. Online shopping will grow steadily. Davie says more consumers and retailers have moved online over the last two years. While the growth will slow this summer, retailers will increase their investment in the online shopping experience in 2022, and more shoppers will remain online. “I expect continued growth in eCommerce and social commerce, and more brands will embrace different platforms to attract new customers and sales. Viral social content designed to convert sales will grow, particularly as apps such as Tik Tok rise in popularity. Influencers will also continue to be a powerful tool for brands to drive sales online.”
6. Outdoor activities and social gatherings will grow in popularity. More Australians have been embracing outdoor spaces, which are less affected by lockdowns and present lower infection risks. Since March 2020, a third of Australians have prioritised their physical health and 89 per cent engaged in activities to improve their health.[2] Davie says this trend will continue in 2022, along with a demand for outdoor equipment and products. Identifying this trend some months ago, Davie had the foresight to acquire Outdoor Play, a US-based company specialising outdoor equipment and activewear.
7. Nights in will be the default. While more Australians will enjoy the outdoors during the day, nights in will continue in 2022. Australians became accustomed to staying in during the pandemic, improving their homes to increase their enjoyment at home. Renovation spend increased by 83 per cent in 2020, while Australians also invested more in revamping kitchens and outdoor spaces, such as patios, terraces and decks.[3] As a result, Davie forecasts more Australians will shift their focus to entertaining in the home. Davie says home entertainment and homewares will also be heavily invested in rather than spending on social outfits and nights out at restaurants.
8. Younger generations will gravitate towards eCommerce entrepreneurship. Davie predicts a growing appetite among young Australians for entrepreneurship, particularly in the eCommerce world. He says barriers of entry are shrinking. “It is easier and more affordable than ever to start an eCommerce business. Entrepreneurs used to spend a lot of time and money creating eCommerce stores and apps. However today, creating an app and eCommerce store is now as simple as the click of a button.”
9. More brands will accept crypto. Cryptocurrency gained significant momentum this year and Davie predicts it will become an accepted payment method by more businesses in 2022 and beyond. One of Davie’s own brands, Pupnaps, now accepts crypto payments and more Davie Group brands will follow next year.