communispace

Are you listening?

Customers will tell you everything you need to know. If you let them.

Now is the time to listen—to view the world from the customer’s perspective. When they realize they can have a direct impact on the decisions you make, they work harder to help you make the right ones. What’s right about your product? What’s wrong with it? How can it be better? Give them a chance to help you solve problems and drive innovation, and guess what? They will.

Communispace is a proven way

to wrap your company’s future

around those who ultimately

have the most control over it:

Your customers.

Why Communispace?

We are the leader in providing customer collaboration and insights—325 communities created, 100+ current clients across numerous industries, and a 90% client renewal rate. As the pioneer of private online communities in 1999, Communispace is the only full-service provider to deliver game changing insights by connecting clients with customers.

communispace

Unmatched 10 years

of experience

Recognized leader

Global expertise

Pioneeredin 1999

Award-winninginnovation

Industry leadingbest practices

Proven ROI

Scores of blue-chipreferences

A talented team of 200+

Private online communities deliver more relevant and higher quality insights.

Private, online communities are changing the way marketers learn from customers. When expertly built and facilitated, each one becomes an invaluable resource for testing ideas, generating feedback, and exploring customers’ mindsets.

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access customers 24/7

customers talk with each otherCUSTOMERS CUSTOMERS

YOU

PRIVATE

ONLINE

COMMUNITY

From recruiting through facilitation and insight mining, every action we take will directly support your learning agenda and business goals. This disciplined approach differentiates the work and the results of a private online community.

We begin by carefully recruiting the people you want to talk to the most and invite them to become a part of your inner circle. 300–500 Members—just the right size for intimacy and honesty while providing a diversity of voices—can share and discuss ideas, perspectives, and feelings about your product or service.

Members are asked to participate in the community weekly, but many become so engaged by the different types of activities, they log-in more often. They value the chance to share their thoughts and ideas with you. A secure and private site, members agree to maintain the confidentiality of what they work on for you.

Your dedicated client services team will fully immerse themselves in your business to ensure a successful and vibrant community.

Our process for planning and creating the ongoing work of the community keeps members highly engaged, working on the projects that matter most to your organization.

Your client services team will comb through community activities, weaving together trends and insights and surfacing new ideas, serving up actionable, customized reports to help your organization truly “hear” the voice of your customer.

Because the conversation is ongoing, you can check-in on the action anytime and members can contribute when it’s convenient for them.

And if you need fast answers, your members are primed and ready, giving you a means to get feedback literally overnight. Imagine being able to adjust to changes in your marketplace as they happen.

True insights come from honest exchange.

Engaging on a continuous basis with the same community of dedicated customers literally puts them to work for you. At all times, they are more compelled to say exactly what they’re thinking or feeling. And because the feedback is pure and unfiltered, you can have complete confidence in its ability to help you make better-informed decisions.

Discover customer insights you never would

have thought of. And get the answers you need,

when you need them.

Customer feedback and insights are only as good as a company’s

ability to listen to them. Communispace best practices and

processes will help your organization take advantage of the

benefits that come with listening to customers. Every step

along the way, our knowledge and creativity will be your

guide. Together we can make the community your resource

for driving customer first decisions from the get-go.

FEEDBACk IN A FLAsH Twitter assignments capture fast, “in the moment” reactions and perspectives.

A broader, deeper set of tools and approaches deliver insights from different angles.

Your private Communispace community provides a host of interactive experiences —each one has its own way of eliciting rich, actionable insights. No other provider, online or off, gives you so many ways to tap your customers for fast and thoughtful responses and ideas.

UP FOR DIsCUssIONstart discussions on topical news events or a new product line.

THE sURVEY sAYs A survey tool makes it easy to test a concept or ad campaign— even overnight.

FINDING THE AHA! Brainstorming sessions generate blue-sky ideas that can lead to breakthrough products and services.

VIsUAL sTORYTELLING Video and photo upload tools allow community members to share images of their experiences and daily lives.

WHAT sAY YOU? Online chats put senior managers and community members directly in touch with each other.

IN THEIR OWN WORDsDiaries, scrapbooks, and collages provide an intimate look into how behavior changes over time.

LEARN BY COMPARIsON Mystery shopping lets you view competitive customer experiences.

sEE YOU THERE In-person member events help you dig down even deeper.

WIDENING THE LENs An immersion project gives you a 360-degree look into your customers’ lives.

Our behind-the-scenes analysis is your secret advantage.

Behind every Communispace community is a dedicated team of highly-skilled professionals. Not only do they become intimately familiar with your business, over time they also come to understand your community members. Who better to comb through the feedback to identify patterns and emerging customer behaviors?

As trends, “aha! moments” and insights are

discovered, your Communispace team will

keep you continuously updated. Our custom

reporting gets you the information you need,

as it happens.

FRONTPAGEProvides a more condensed report of activity-specific customer insights and perspectives.

INsIGHTs REPORTsIdentifies emerging customer trends from across a set of Communispace activities connected by a theme.

sNAPsHOTProvides a quick hit on what members are thinking about or a current hot topic from your community.

Moxup Shoppers’ Community

Project Objective: Gather feedback about member perceptions and behavior regarding travel plans this summer, as well as determine which external factors are having the most effect on their decision-making. Results collected in summer 2008 are compared to those from spring 2008.

Summary:As oil and gas prices have continued to rise, members of the Moxup Shoppers’ Community have become more conscious of how they budget their money when it comes to vacations as well as how they spend their money while on vacation. Many elected to stay local for the 2008 Memorial Day and Fourth of July weekends. Members with higher incomes ($200K+) have made fewer changes to their vacation plans, though they recognize that the state of the economy is affecting their vacation planning process.

How are members changing their vacation plans?

Members more affected this summer; affluent still want their vacations

Since March, more members across all household incomes have had their vacation planning influenced by high gas/oil prices and the state of the economy. Most notably, members are making more changes to budgets and their dates of travel.

Most high income members cited that gas prices and the economy have negatively impacted their vacation planning process and plans even though they are increasing the length of their stays and upgrading their accommodations. Almost all members cited finances as a main inhibitor to vacation planning.

– “[We’ve been affected by] the economy. We found out that it is better to go mid-week to mid-week rather than our usual concept of incorporating two weekends.”

– “The cost of oil is a setback, that will increase our trip by a couple hundred dollars, easily. We may drive longer for two days and decrease the hotel stays along the way to help economize, but we won't stop our family vacation.”

17Travel destination

33Decrease in budget for trip

21Number of people in travel party

12Change in type of accommodations

15Decrease in length of vacation

8Mode of transportation

45

Membercount

Difference in past 3 months

Dates of travel

Changes being made to vacation plans

Getting Away: Travel Planning

Are members planning to go on vacation in the next 12 months?

0%

20%

40%

60%

80%

100%

Q2 2008 (n=137) Q3 2008 (n=155)

Yes Not Sure No

Continue 1

CLEAR Insights Report

Gauging Member Tolerance for Advertising

February 2008

A world of global insights.

We embrace the global marketplace, offering full-service capabilities for both single region and cross-regional communities. Our dedicated client service teams and global best practices are designed to support multi-national firms. This, combined with comprehensive member recruitment services and expert facilitation in many languages, helps bring alive the voices of members from 84 different countries.

HEADqUARTERs: Boston

OFFICEs: Atlanta, Austin, Chicago, London, New York City, San Francisco, San Remo, and Sydney

GLOBAL COMMUNITIEs:Publishing, software development, hospitality, fitness & apparel manufacturing, airlines, consumer electronics, and personal care products

LANGUAGEs:English, Spanish, Portuguese, French, Dutch, German, and Chinese

Who else relies on Communispace to enable a truly customer-driven future?

Charles Schwab

Charles Schwab wanted to reach Gen-Xers whose approach to their finances is fundamentally different than their core customers? For Schwab, tapping into the mindset of Gen X consumers could create huge dividends for their business.

What we did:Communispace built Charles Schwab a 350-member Gen-X community of non-Schwab customers.

We explored their perceptions about investing and financial services firms, life priorities, savings goals, and significant messaging cues.

What Schwab learned:Activity-surfaced insights revealed that Gen-Xers weren’t ready to think about retirement and are more focused on solving the here and now.

What it inspired:The Schwab Bank High Yield Investor Checking™ account with Companion Brokerage account. This short-term/ long-term combination lets Gen-Xers deal with their bills and short-term financial obligations while incenting long-term saving.

Bottom-line results:• 65,000 new accounts in 8 months• 55% increase in Gen-X customer base

GlaxoSmithKline: alli®

alli is a first-of-its-kind, over-the-counter, weight loss drug that prevents the body from absorbing fat ingested from food. GSK Consumer Healthcare realized that a successful launch depended on positioning the product correctly.

What we did:Over the years, Communispace created five private online communities that became the center of gravity for the entire multi-faceted market launch of alli.

What GSK learned:Consumers needed reassurance that alliwas safe. They also revealed the rational and emotional tugs-of-war overweight adults face every day.

What it inspired:A new behavioral model that gave consumers hope of success while carefully managing consumer expectations. alli was positioned as a healthy weight loss partner. A solution that “Doesn’t do it for you. It does it with you.”

Bottom-line results:• Launched in June 2007, sales hit

$155 million in the first six weeks• By October 2007, more than 2 million alli

starter packs had been sold at retail

Three client stories bring the promise of Communispace to life.

some of the world’s most recognized consumer brands draw their inspiration and direction from their private Communispace communities. No matter what industry you’re in, a Communispace community will generate results that lead to a breakthrough of your own.

Kraft

Kraft Foods was looking for the next big idea. The cookie and snack market, always highly competitive, had become saturated with healthy alternatives that were beginning to erode share.

What we did:Communispace created a private online Kraft community of 300 women. Half of them wanted to lose or manage their weight, while the other 150 were “Health and Wellness” opinion leaders. These two spheres provided a yin and yang dynamic that led to very open and rich exchanges.

What Kraft learned:Community members told us they were torn between the increasing pressure to eat more responsibly—driven by the healthy snack industry—and their loyalty to their favorite cookies and crackers.

What it inspired:The 100-calorie, portion control pack. Repackaging Kraft favorites in 100 calorie packs gave consumers more control over their caloric intake—they could still enjoy their favorites without feeling guilty.

Bottom-line results:• $100 million in sales in the first year • Highest BASES score ever

Your customers are ready to be heard. Are you ready to really listen?

No other online environment offers more ways to engage and listen to customers as they think, react, and respond to your product or service. No wonder our clients say that we are their secret weapon, and our communities have quickly become the “must-have” online resource for some of the world’s most respected brands.

Contact us today for a demonstration. Find out how quickly and easily we can get your Communispace community built, and change the way your company works with those who hold your future in their hands.

Communispace CorporationHeadquarters:100 Talcott AvenueWatertown, MA 02472Telephone 617. 607.1400Fax 617.923.3446

The Communispace blog has become a go-to resource for unique perspectives on customers and the world they live in. We invite you to stop by at http://blog.communispace.com.