Cimpress: Growing Digital Customer Base & Company Culture

This is a snippet of the transcript, sign up to read more.

I mean, part of the thesis has to be that, 20 years ago, or even 10 years ago, when starting a business, the first thing you would look for was business cards. It made you feel like you had a real business if you had a business card. It seems like that acquisition channel is less important now if the first thing you need is an online presence of some sort. What you said makes sense and is clear, in that the business card customer recognizes they need a digital presence. Does the digital customer recognize that they need a physical presence?

Let's take your example. 10 years ago, I needed business cards. Five years ago, I needed a website first, and to build out a website I didn't necessarily need business cards because I'm not a storefront and I don't hand out cards. I'm not seeing customers; they're going to my website and transacting there. Today, it's very different. It's not even a website in many cases; it's social. I need a really strong social presence. That is my marketplace, where I actually sell. Maybe I need a website if I want to show a level of legitimacy. When you look at these different time frames, the physical side for new businesses is less important than the digital side. But physical comes into play not for business cards, but for merchandise and other physical products they may need. So it shifts.

This is a snippet of the transcript, sign up to read more.

So who owns customer service for a Vistaprint customer who opens a Wix website, whether they know it or not?

Vistaprint's customer service is fundamentally amazing, with a strong customer-first mentality. They invest a lot in training and resources. There are three types of customer service interfaces for users. There's DIY which is basically FAQs, AI chat. But I want to do it myself. I don't want to speak to anybody. There's 'do it with you' which is basically, I call customer service and they help me fix this design, they help me fix this particular area, they help me configure this. Then there is 'do it for you', where we take over, we white glove and we do everything for you. So those are the three kind of customer service pillars, in my time, that Vistaprint actually had.

This is a snippet of the transcript, sign up to read more.

What is the benefit for a customer to buy everything from one place? Is the vision of being a one-stop shop the right vision? If I need a website, business cards, menus, flyers, stickers, or packaging, is there a real benefit to getting them all from one place? Because that's the goal.

Research I've done since leaving Vista for my own business and others shows that customers are frustrated by managing 15 or 20 different accounts. They want the convenience and potential bulk buying discounts from purchasing with one provider. If you're spending $1,000 with different providers, you're not valuable to any of them. The more you spend with one provider, the more important you become to them, leading to discounts and better support.

This is a snippet of the transcript, sign up to read more.