A supercharged online insights community

We established a bespoke digital community from scratch, migrating legacy members and inviting new ones to join our new highly engaging online home called "Vistaprint Voice."

Over 8+ years, this was the hub for answering hot topics from across the organization and supporting long-term, highly strategic deep-dives into small business customer attitudes, behaviors, brand perceptions, unmet needs, marketing struggles and more.

We conducted regular qualitative and quantitative projects focused on illuminating the path to purchase, identifying triggers along the customer journey and areas Vistaprint could have the most impact, bringing target customers to life through video diaries, tracking market dynamics over time, keeping a pulse on emerging competitors and so much more.

We gathered insights gathered using interactive discussions, live chats, video submissions, mobile diaries, multimedia concept tests and much more – in addition to regular traditional surveys. We could also sync up with 1st party customer data when needed and utilize the community as a rapid recruitment tool for in-person research and events, as well.

95% member satisfaction and incredibly low attrition and turnover. The Community program began as a customer-only platform and was so well received that we added a complementary non-customer community to provide Vistaprint with insight into the rest of the marketplace to inform innovation and growth strategies.

We saw a 350% increase in participation and response vs. the previous community provider due to best-in-class engagement, recruitment and retention practices, as well as innovative new takes on the research activities themselves.

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