Millennials. Perfectly Misunderstood. Deciphering the code for Mobile Operators.

3rd April 2017

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Author

Chris Gorman OBE DUniv

Serial Entrepreneur; Mobile, Music, Tech

Co-Founder & Chairman @ MusicQubed

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Part 1

Exec Summary

Millennials have become the biggest demographic on the planet, one of the largest in history, and they are fast approaching their spending prime. Our economy is widely reported to be changing in line with their habits, and their unique experiences are shaping the ways in which we sell.

So why do we still label them as the ‘elusive generation’?

Frankly, I don't believe millennials are elusive. Perhaps the fact that they do not follow business' standard financial rules jars with our senses, but what I see is a large demographic whose key motivations are driven by an unashamed desire to simply improve their environment and quality of life.

Millennials are constantly telling us what they want, what they need, we just need to listen. By embracing what they can add, rather than consistently trying to conform to the models that improve our bottom line, perhaps we could improve services for all, and ultimately create a more successful and profitable business in the process.

Although Millennials are super aware of cost, more than most, they consider other factors before making their final decision. They are motivated by solutions that fit their life, they want something relevant and something that they feel part of.

Millennial traits are widely reported, and I can see that some are pretty obviously true:

• 97% of Millennials feel bored, and many crave instant gratification.
• They are more likely to opt for experience over ownership.
• They want to feel listened to and want brands that are relevant to them.
• They are driven by a fear of missing out and being offline; key aspects that can turn them off from long term contracts.

However, they genuinely want to be part of the improvement, they want to help, they want to suggest. You will find many more positive reviews that they have invested time in writing than from any other group, and when they do criticise or complain, in the majority of cases they tend to do it with the suggestion of how to improve in a balanced manner so that we can learn and grow from it. The great result is that, if Millennials feel part of the evolution of a product, they will reward you with ongoing loyalty.

They also are incredibly impressed by brands being honest, real and trustworthy; and will spread that message very openly. Embrace them, and they will be the most loyal patrons of your brand and product. They are not expecting perfection, they know change is a constant and are always expecting things to improve.

As much as they keep us honest in the way we market to them, they appreciate that honesty, humour and self-deprecation can play a significant role of trust in the brand.

In an imperfect world where they can have overwhelming debts and do not feel as well-off as their parents, telling them that your product is perfect will automatically create a level of mistrust. This is one of the reasons why humour and perhaps, some irony, works so incredibly well when marketing to millennials.

Millennials do their research; they don't just listen to 1 or 2 people to make up their minds. They search for frames of reference from people they trust, especially through social circles. Therefore, the companies that listen to what they want and focus on their needs, rather than the bottom line, will end with a much healthier outlook.

While we have grown up with TV advertising about products that can solve all problems, this group don't buy into that ‘happy ever after’ story in the same way. Why not use this to your advantage, making them part of the ongoing improvement can be incredibly powerful, as they have ideas, concepts and innovation that we may never have within our organisations. Being relevant in their world can create a rapid viral spread. However, that relevance must be the core of what we do and offer, as false promises are tough to recover from.

With such an enormous potential spending power, they have the ability to change the dynamics of big industries. Let’s look at a subject very close to the heart of the mobile industry – prepaid.

Prepaid is one area in which Millennials are considered to be particularly elusive, but perhaps this should read, "misunderstood".

Please take a moment of suspended disbelief and put what you’d normally think to one side...

The prepaid model has been used in many industries, primarily driven either by the desire to grow into a non-creditworthy market sector or into a wider consumer sector that was not comfortable with contracts.

In both these situations, the customers demographic for prepaid has always been viewed lower value and never given the same service or attention. 

Two sectors to consider here are banking and energy. The energy industry has a long history of prepaying, many of us may remember the coin-operated metre from our youth for electricity; in banking, prepaid cards are a more recent introduction, aimed to enable growth to facilitate spend from non-creditworthy individuals.

It is very interesting when you read the examples later in this white paper, that the banking sector is experiencing growth in this sector, making it a desired product, creating more relevance and loyalty.

In stark contrast, many experts are warning that energy suppliers must change more to prepaid. If this were not such a regulated market, many of the large incumbents in the sector would be losing massive amounts of market share to new smart players embracing the prepaid phenomenon.

The crazy thing is that it makes much more economic sense to have loyal customers who want to pay you in advance, yet we seem to keep shoehorning these users into an economic model that does not fit their lives. This generation very much lives for now, and they can still be very high ARPU customers, provided they are aware and in control of their own destiny.

For mobile, it is very clear that this is a tremendous opportunity, and the possibilities are simpler than you might think. For a start, we already have prepaid mechanisms and processes in place to truly embrace this marketplace.

This is no longer about throwing everyone into the same ‘bucket’ of low-value users, seeing them as feeders into a more lucrative contract user base. Surely, embracing a model that takes away credit risk, has a much lower cost of acquisition and much higher loyalty is a better bet for you and your business? You stand a greater chance of keeping potentially much higher net value users, than you gain from forcing people into it contract situation. Your end of the deal is to commit to delivering a great product, rewarding users with the right content and listening to their needs.

It is not just about the economics of prepaid as they stand, it is about packaging or bundling prepaid products, engaging through content, keeping them engaged and entertained, being earlier to market with product services and apps to let them trial and feedback and so on. These are all easy to achieve if you create the right partnerships and groups to work together to focus on this fantastic opportunity.

The other key challenge for operators is the growing customer loyalty problem. Reward and customer loyalty programs aren't necessarily the only solutions. To keep customers from shopping around, companies need to focus on what actually matters: customer engagement.

Fortunately this is an area where we have substantial experience. Music is the number one pastime for Millennials, and the levels of engagement can sky rocket. Add the number one device of choice, the mobile, and we are immersed! Our latest venture that brings the two together is producing substantial improvements on ARPU, retention and Lifetime Value for our partners. But we're still learning.

Part 2

The 'Nitty Gritty'

I've covered more detail and reference points below which should hopefully substantiate the views you've read above.

Section 1: What We Know

The behaviour, motivations, shopping habits and marketing to this group.

The main difference is… they are different.

And we know all about it. The data available for insight and analysis of this generation is like nothing that has gone before.

Forget the algorithms we previously used. To get it right, we need to listen.

So what do they want??

PERSONALITY

• They’re bored: 97% of Millennials are affected by boredom; making this the group most affected by this trait.
• They want instant gratification: Millennials are generally impatient and expect to get what they want it, when they want it. Whether seeking information, communicating with others, or making a purchase, Millennials have been conditioned to expect and insist on immediate results.
• They are socially conscious and want to feel good: Millennials use social media to ‘seek information’ , ‘create content’ or ‘chatter’. The key to this generation is word of mouth, which translates into social, which is the quickest channel to this generation. Thus, social influencers have become a key tactic to targeting this group. Millennials’ decisions are guided by influencers, and then spread information to their social circles via “word of mouth”.
• Mobile is powerful: Phones and laptops are the top devices - 91% of Millennials in the UK own smartphones. Millennials don’t watch TV from boxsets, instead TV is downloaded/streamed on mobile devices per their own agenda. 55% of Millennials watch video several times a day on different devices, and 72% want to connect to news across all their devices.
• They love experiences: Millennials are considerably less interested in possessions than previous generations. For them it’s all about the experience.
• A level of personalisation and customisation matters: The more personalised a brand can be, the more it will connect with youth. Millennials expect accurate and relevant targeting of incoming messages – one size does not fit all. Brands that create a feel-good factor via personalised marketing and a sense of heritage will appeal to this demographic, which has a lot more to worry about than previous generation.
• Fear of being offline: Millennials are constantly online and engaging with their mobile. There has always been FOMO (fear of missing out) amongst the youth; but this is now being replaced by FOBO (fear of being offline).
• They love brands (that they trust) 80% of youth agree that the best thing a brand can do is make their life easier – Millennials love brands and look to them as a trusted advisor (those brands that understand them!). 7 in 10 agree they constantly return to the brands they love

Millennials tell us what they think and what they need. The data is clear, and if you listen, you realise that one area still struggling to catch on is mobile.There is so much more that we can do to serve them.

Conscious Consumers: Shopping Habits of Millennials

The Millennial generation is a spending powerhouse:

• 1.8 Billion 17-34 year olds worldwide
• US spend is set to hit $200 billion annually from this year
• Over $10 Trillion over their lifetime in the U.S. alone.

Some key traits include:

• They make up their own mind: Millennials no longer listen to the marketer; they are ahead of them. They are more likely to listen to an influencing stranger, than an advert; with only 3% citing TV news and adverts as influential in their decision making.
• They feel less well off: Millennials grew up being told they could have the world, but then they grow up to find they can’t even have a house.
• They strive to be aware: Millennials are acutely aware of product pricing. An Accenture study has shown that 41% are more likely than they were a year ago to shop around for the same product at a lower price. This is in part due to how easy it is to find alternative offers, even when you’re standing in a shop and the continuing rise of Amazon, where you can actually compare the price from different vendors on the one screen.
• They have key buying criteria: The Entrepreneur publishing an article stating that that 62% considered price point as one of the most important factors, with 55% and 47% considering recommendations from a friend and brand reputation respectively playing a major role. It is clear from all the research that Millennials are more interested in the price of a product and the products that their friends have, rather than where it was With these points in mind, there are many businesses that need a new communication medium, which is not marketing and advertising, and this presents huge, but not yet realised potential for mobile network operators and their prepaid markets.

Marketing to Millennials: Doing it their way

It’s not that Millennials don’t want to be marketed to, they just want it on their own terms and in their own language:

5 out of 6 Millennials chose to connect with companies on social media

They expect their experience to be reciprocal. In other words, they want something in return, such as discounts, free perks, and better customer service. There needs to be two way engagement and Millennials like to feel like they are being conversed with, as opposed to spoken to. The tone of voice and messaging needs to be right, if not Millennials shy away and become uninterested in the marketing message – no matter how good the benefits of the service or the product may be.

• Millennials engage with entertaining content: They want content that is informative, enjoyable, passionate, original and unexpected. Millennials are the first generation to be truly open to not just receiving ads, but also engaging with and sharing them; yet 45% of Millennials don’t find content marketing compelling enough to share it. Millennials actually want to be engaged with brands, but traditional modes of advertising product features simply do not work.
• SoundCircles: A perfect example of a social platform pushing this forward is Sound Circles (https://www.soundcircles.com/). This social app allows you to pin a story on to a photo you share, using funny audio tags from the app, or original recorded audio to overlay.
• Millennials love humour: Humour plays a big part in the engagement of Millennials and brands should not be afraid to push the boundaries and blend wit and sarcasm into their marketing.
• Brands have the opportunity to act as trusted guides, helping navigate through the sea of content: Brands should be inspiring conversations with their content, this should be through the use of easily shareable content. Simplicity is key – content needs to fit into their daily schedule and the devices they use. 77% of youth agree that they actively seek a trusted source to help inform them about which brands to choose – brands have the opportunity to act as a trusted advisor and play the role of the editor.
• Using TV to market to Millennials: TV adverts have become less effective. The power of TV now lies in creating brand awareness and conversations. TV marketers are failing to create content that resonates with Millennials.
• Social Rules: To succeed with the the Millennial demographic, brands need to make sure to engage on their terms, using social media as a primary channel. Personalisation, experiences and emotional engagement are imperative.

Section 2: What has been working

More specifically, how prepaid empowerment is having such an impact in banking and how we can take those learnings in to mobile.

One of the most valuable aspects for operators is to look at what has been happening with prepaid in relation to banking and shopping.

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83% of Millennials with debit cards use prepaid cards

• Prepaid Expectation: Prepaid cards were launched targeting people who could not get credit. They defy conventional assumptions. It was thought that only lower income households use prepaid cards but this is not true. As the industry embraced the needs of the Millennials, it became a huge opportunity.
• Prepaid cards usually come with higher fees, don’t report to credit bureaus and don’t carry the same protections as a debit card, but the convenience of knowing exactly what you have to spend seems to outweigh the disadvantages of prepaid cards.
• Evolution: “We are now seeing the next evolution of prepaid,” said Tony Chang, VP-U.S. Product and Client Marketing at Visa, which has been in the prepaid space since 1994. “Prepaid is mainstreaming, and it provides such a great opportunity to be thinking about how prepaid services fit a diverse set of consumers.”
• “Millennials have different financial needs than other consumer bases,”: said Tami Farrow, Senior VP-Head of Retail Deposit Payments at TD Bank. “The younger you are, the more likelihood that you have emerging financial needs that require a different set of tools.”
• They consider the benefits that outweigh the cons: According to a TD Bank Study, where over 1300 people from various age groups were surveyed, 56% of Millennials surveyed said the ability to track spending is one of the main benefits of reloadable prepaid cards, as opposed to 46% of people overall.
• Getting it right: American Express relaunched their ‘Serve’ prepaid card and began functioning like a digital bank account, with a lot of the benefits lumped in. This appealed to Millennials because it had the budget control aspect of a prepaid card, whilst allowing allowing person to person payments, direct deposits and ATM withdrawals. The fact that they gave all this, without requiring credit checks or minimum balances, meant that they were giving something to Millennials on their own terms. Serve customers, and the co-branded prepaid cards, have had over $7Billion loaded in funds since 2012 at over 300% growth, according to Amex. They have also said that 54% of their base is under the age of 35.

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60% of Millennials earning $100,000+ use prepaid cards

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• Convenience and trust are key: From this, we can learn that Millennials react to the right product as it creates trust. 68% of then use big banks with branches across the country. They aren’t interested in staying in one place like prior generations. They choose the big banks for convenience and the fact that they have mobile banking.

This is in contrast to the energy industry where Jamie Wimberly, CEO of DEFG said: "The differences in preferences and needs between Millennials and older Americans are large enough to posit the need for almost two generational service models. Yet, for now, utilities are trying to use the 'old folks' model for everyone. There is a need to move to a differentiated, segment service model to support applications such as prepay energy on a going forward basis".

Mobile Prepaid Powers Up

As is clearly evident now, there is a big opportunity for mobile in the prepaid sector.

The Prepaid behaviour in banking pointed towards a big opportunity for mobile. Considering the lean toward prepaid, it’s worth looking at the point Frank Healy made on OpenNet, raised some interesting thoughts on the current trends of some mobile operators, “A number of mature operators have for some time been essentially sacrificing their prepaid subscribers in an overwhelming effort effort to increase postpay subscribers”. Even noting that vanity metrics come into play as it is reported as an increase in ARPU because the loss of their lower value customers has actually raised their average revenue per user - let us note that this does not mean an increase in revenue overall but in fact, likely a decrease. Mr Healy goes on to clarify with “Postpay revenue often hasn’t compensated for the loss of prepaid revenue”.

As I’ve mentioned, there’s a $200 Billion spend in just the US from this demographic, this year alone.

Why it works

• Freedom of choice Prepaid options allow consumers to choose exactly what fits their needs, and Millennials know exactly what they need. They are aware of how much talk time, texts and data they will use and so the the fact that prepaid is not a one size fits all, is perfect for them.
• Prepaid can be more profitable for operators as the increase in revenue from postpay improvements is often less than the churn from the lost prepaid users. This is in part due to the sheer size of the demographic looking for prepaid and hence changing frequently.
• A fast growing group: According to a PwC survey, there was an increase of 30% in the use of prepaid phone plans as far back as 2012-13.
• Flexibility and control Prepaid phone plans are in demand by Millennials because they feed their flexible and competitive needs. Millennials do not want to pay overages, a key advantage of the prepaid SIM offers on the market. If they need more, they can get more. But they will not be stung by going over limits. It’s budget control in a tangible format.
• Millennials will not accept hidden fees. Prepaid plans are upfront and honest about what you get and this is something that is favoured by Millennials.
• Millennials favour easy solutions and love the flexibility and freedom of prepaid, but they seek value and reward, so, as incentives are generally reserved for contract customers, prepaid loyalty tends to suffer.

Section 3: Recommendations to create relevance and loyalty

How to use content and social with specific recommendations for you to consider.

• Millennials are loyal to the brands: They love, but they are not averse to becoming fans/customers of new brands... if they satisfy their needs.
• It’s all in the brand: If you can create relevance through your brand, or partner with a brand that has an existing footprint with the Millennial demographic.

However, take this route, and you must live up to the brand.

• Content is king: Working with a content helps to create engage, it’s a method to communicate with your users and it’s a unique differentiator.
• Make Millennials feel like they are part of something: Especially if it’s at the early stage, and you’ve got fans.
• Stunning Social: This is where the social aspect can really play to your advantage. To create real engagement, giving something that fills a need, or something that can be contributed to or connected with, and you’ll have an audience more likely to stay; because they feel valued.
• Let them stay on their own terms: Wouldn’t you rather your customers stayed because they enjoy the experience, rather than be tied into a contract?
• The drivers: If you can find a product or service that satisfies Millennial traits, then you have a better shot at steering your own success. It’s not all about spending lots of money, or taking lots of time, it’s more about smart engagement. A meaningful tariff offer, with a relevant, socially integrated, added value reward, can create an amplification and multiplication.
• Most loyalty programs suffer from low engagement. In 2015, U.S. consumers participated in just 50% of the loyalty programs they belonged to
• Customer engagement leads to customer retention. Research by Rosetta Consulting, for example, found that engaged customers are five times more likely to buy only from the same brand in the future.
• Highly engaged customers buy 90% more often and spend 60% more per transaction, according to Rosetta Consulting study.
• A strong emotional connection with a brand is a stronger driver of loyalty. 

These are some of the key steps for Millennials to experience self realisation and stimulate desire for your product.

Section 4: Case Studies

What has worked for us and others

At MQ3

Ask yourself, did your parents understand you and your music? Do you understand your children? Should we understand? Isn’t that the point of “generations”? I’ve come to believe that we should trust in the brands that know how to get it right.

We approached this by considering their traits and trying to address each of them with our product. We’re still on the journey but here’s some of the things we’ve been doing so far, that correspond to the points above.

• Millennials are loyal to the brands: We partner with brands that have established appeal with Millennials and the necessary reach. We choose world famous brands like MTV!
• Content is critical: The number one pastime for Millennials is music. So we partner with music brands in order to deliver the music they want to hear straight to their mobile; their device of choice. It’s important to be always connected, with the latest and most current music always available to them.
• We need to satisfy their boredom: Our patented tech is unique, we are the only service able to automatically push periodic content to mobile, meaning that they are consistently up to date with new content. We also engage them frequently through multiple communication mediums, offering updates and competition opportunities.
• They want instant gratification: MQ’s apps provide instant gratification; a quick fix to relieve boredom by delivering the ‘must have’ music Millennials want to hear - anywhere, anytime – no need to search and navigate through content - just press play.
• Millennials need cost efficient offers with added value: We spent time building a model that was low cost for prepaid but that also works for the content owners and partners. 
• Our technology is simple: We have created a technology stack which is easy to integrate to brand and operator technologies.

Some other great case studies include:

CHIPOTLE

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Chipotle is a great example of how to master Millennial marketing. As a brand known for placing high value on fresh ingredients and offering a “build-your-own” burrito, bowl, or taco, Chipotle has created an interactive experience for its customers.

The ingredients and experience are appealing to Millennials; plus, Chipotle figured out how to get its message out in a unique way.

This casual food chain developed a fictional web series, “Farmed and Dangerous,” which featured a Millennial-aged sustainable farmer as the main character. In the comedy series, the farmer named Chip, battles a corrupt industrial food production company. The web series has its own website, which includes music, behind the scenes clips, and even show trivia

What Chipotle did right: Created an experience that Millennials could participate in and developed shareable content.

DOLLAR SHAVE CLUB

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Dollar Shave Club disrupted the personal grooming market and have used this business as an example in articles and presentations. This innovative company came on the scene with a radical pricing model and impressive marketing approach. For a small monthly fee, you can have razors and grooming products delivered to your house. At the same time, you get to join a community.

With the humorous online video and catchy line, “our blades are f***ing great,” Dollar Shave Club quickly became a well-known brand. This company has continued to develop its community by producing entertaining, relevant content.

What Dollar Shave Club did right: Disrupted the market with an innovative approach to pricing and marketing.

MTV TRAX SIM

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After initial success with the SAAS product MTV Trax, MQ3 launched a branded SIM card product with a UK retail partner in mid/late 2016.  The physical product stands out in market, capitalising on the partner brand, in this case MTV, to maximise market appeal.

Retail penetration moved quickly and the MTV Trax SIM reached c14,000 outlets within 4 months, achieving over 1% market share. New customers are attracted to the product because of the power and reach of a trusted music brand, and they become engaged through their ongoing desire for music and celebrities.

Add in economics that support free music access as a reward for specific top ups or loyalty rewards, and MNOs can now embrace the needs of millennials, creating new revenue and propelling results - the MTV Trax SIM has more than doubled prepaid ARPU and LTV for the UK operator.

The model and audience are also totally different to AYCE streaming that there really is no competition with other music services… MTV Trax for prepaid is proven to perform alongside Apple Music for Post-Pay.

What we did right with the MTV Trax SIM: Opened up new routes to market for operators, creating more loyalty by giving Millennials the value and reward they need, all within the realms of a familiar prepaid top up scenario.

AT&T

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AT&T has learned a thing or two about Millennials using an internal team of Millennials working on youth marketing campaigns, which is constantly looking at the data to learn more. That could be among the many reasons why AT&T was one of the most successful brands on Tumblr last year.

The company decided to advertise on Tumblr because of the reach to both desktop and mobile users. AT&T created a sponsored post that spoke to a common feeling people have when they are in relationships. The popular post was simple, as it depicted a text message that read, “when you know what you want call me”. AT&T made the decision to go after a moment many of us experience in life instead of a traditional marketing message.

The result was an ad that spoke directly to the heart of its Millennial customers, thus gaining far reach.

What AT&T did right: Followed Millennials and created an ad that directly related to a personal moment in life.

COCA COLA

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If you really want to win customers over, use their names. Coca-Cola utilised this approach in a powerful way with its “Share a Coke” campaign. What better way to increase sales than to make bottles personalised to customers? According to The Wall Street Journal, Coca-Cola’s soft-drinks sales in the U.S. went up 2% after launching this campaign. The campaign put 250 of the most popular names among teens and Millennials on 20-ounce bottles.

The result was a customised and personal product, as well as share-worthy content. Coca-Cola even created a website wrapped around this campaign that lets customers discover facts about their names, order customised bottles, and find out event dates for the ‘Share a Coke’ tour.

What Coca-Cola did right: Made its products personal and customisable.

Section 5

More about the author Chris Gorman OBE

Having spent 30 years in mobile, music and tech, and more recently having a music app which sits squarely in the Millennial sector. Having made many mistakes along the way, I've learned a huge amount which I believe can be relevant for mobile operators which I wanted to share. Whilst there are lots of stats around, this report is focuses on deciphering what Millennials are telling us and overlaying that on top of the data.

Going about my own business, which involves talking to mobile network operators (MNO) across many different territories, the subject of Millennial markets is commonly on the agenda. Many MNOs are interested in getting deeper into the Millennial market, a sentiment echoed across the world. Perhaps this quote from New Rising Media (NRM) captures the essence of why..

“During the first day of CES 2017 announcements, the word "millennial" was used 32 times. It's fair to say this is quickly becoming the buzzword of this year's show, but does anybody even know what it means?”.

Deferring back to NRM above, it was interesting to hear their “added lowdown” on CES, they said they had a “piece of bad news” (gulp!).

They say that the “assumptions (we make) of how millennials live life are rather wrong”… Millennials “are immediately turned off by the mention of "Millennial," because it comes from what market research and a boardroom dictates to us. Treat us like human beings, companies.” ... Couldn’t agree more, NRM.

Looking back, I earned my stripes through the infancy of mobile, spending over 10 years breaking down retail barriers as I rolled out a chain of 170 mobile phone stores; selling to the previous Baby Boomer generation. Data was a thing of the future at that point, and face to face conversation was just about all we had to go on, having to learn by asking and listening.

More recently, the past few years have been a journey of discovery, trying to get it right for this generation, combining three of their favourite things - mobile, music and tech. Together with a few like minded experts from these three sectors, we created MusicQubed and built a music app product which we believed would solve the needs of the vast low-cost mass market populated by huge swathes of music fans underserved and all but lost to the industry (think of the millions of people picking up the latest chart compilation CD as they walk through their supermarket or gas station! - the move to digital has elevated the price points and complexity so their choices are no longer quite so easy), essentially, we have patented a push content service for mobile - the first iteration being the automatic delivery of refreshed, popular music to mobile - making it easy for casual music fans to keep in touch with the current crop of hits.

In actual fact, we inadvertently created a product which fits with Millennial behaviour, opening up many more potential opportunities for our business.

It would be fair to say that I’ve learned a lot along the way, which has led to a really good recipe for success in this business. After squaring up to a few "wrongs", I’m in a good place where I believe we’ve got a lot right.

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I hope this has been a useful read for you, if you would like to discuss any further, please leave a comment or reach out on email and remember to connect with me for more articles like this.

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Contact [email protected]

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Contributing Editor 

Blair Gorman - CRM Specialist "A Millennial" www.thebearinsight.com