Vistaprint 2009 Annual Report Download - page 12

Customer Service
We offer English and German-speaking customers telephone-based customer service to provide
a service-rich experience founded on interaction with highly trained customer service representatives
and design service providers. We expect to expand the number of languages in which we offer
telephone-based customer service over the coming years. In addition, we offer e-mail support for
customers on our websites in Dutch, English, French, German, Italian, Japanese, and Spanish.
Direct Marketing Expertise
We have developed expertise in direct marketing to target new customers across various
channels and to drive more sessions on our websites, as well as to retain existing customers. We use
the Internet, e-mail, catalogs, and other traditional direct marketing methods, and viral and word of
mouth marketing. We maintain a global client database to market our new products and services. In
addition, we have developed multiple marketing technologies designed to maximize the number of
customers actively purchasing from us.
Strategic Partnerships
We have entered into a variety of strategic partnerships that facilitate access to key markets that
we would not be able to reach through direct marketing channels. We focus on cultivating opportunities
of strategic importance in the small business services and office supplies markets.
International Reach
We have built our service to scale worldwide and serve customers in more than 120 countries. In
the year ended June 30, 2009, we generated 39% of our revenues from websites that are targeted at
countries other than the United States. We have a European headquarters and marketing office in
Barcelona, Spain and European production facilities in Venlo, the Netherlands, which supplies
marketing products to Europe and the Asia-Pacific region. We have 19 localized websites serving
European countries. We operate localized websites for Japan, New Zealand, and Australia, which we
manage from our Lexington, Massachusetts, USA office. Our localization and language map content
management system software facilitates our entry into new markets and allows us to make changes to
all of our localized websites with the same software and relatively simple, standardized and low-cost
procedures.
Value for Customers
We provide our customers with the following benefits:
Low Prices and Small Quantities
We sell custom designed and manufactured products and services in quantities that are
appropriate for small businesses, which can often be as few as a single unit. At the same time, our
high volume, highly automated production facilities produce small quantity orders at low cost, allowing
us to sell at low prices.
Portfolios of Coordinated Marketing Products and Services
Our proprietary, web-based design software uses algorithms to easily and automatically create
high quality, personalized, professional looking designs from over 70,000 high quality photographic and
illustration stock images, thousands of layouts and templates, dozens of fonts and dozens of color
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