The short story

Network Solutions® was the original domain names registrar in 1993, and since that time, has expanded its services to a complete suite of online solutions including: web hosting, web design, e-commerce, web site promotion, and more. Throughout its history, the company has consistently demonstrated its dedication to their customers through award-winning customer service and reliable web hosting capabilities. The company’s ultimate goal is to provide the tools and resources small businesses and web professionals need to successfully build and grow their businesses online.

In an effort to continue their commitment to the customer, Network Solutions was seeking a research partner who could help them capture the true voice of their customer. As a result, Network Solutions partnered with Communispace in August of 2006 to create the Small Business Forum—a community of customers and prospects, with the goal of truly understanding the habits, successes, challenges, and perceptions of small businesses, thereby allowing them to create and refine products that match what their customers truly needed.

The Small Business Forum—a private, expertly-managed, invitation-only online community of 300 customers and prospects—proved to be a valuable tool for Network Solutions to foster an environment for customers and prospects to openly and honestly share their thoughts and feedback. Through long-term conversations and interactions, the Small Business Forum members developed connections with each other and the Network Solutions brand. As an already well established place for members to openly and honestly share their feedback, the community was the ideal place to tap for insights and guidance about future product and service enhancements.