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| Posted: 12 Jan 2020 11:30 AM PST Last week we took a look at what several business experts, entrepreneurs, and business thought leaders predicted was going to unfold for small business owners in 2020. Now, in part 2, I want to share additional predictions about advertising, marketing, workplace issues, retail, and more. If you missed part 1, be sure to read The Year Ahead for Small Business: Experts Weigh In on What Small Biz Owners Should Expect. AdvertisingPeter Bordes, CEO, KubientBack to basics: Silos will open, fragmentation will be dissipated, and programmatic will move towards its original mission to provide an open trading platform for buyers and sellers of advertising. DOOH: Many don't understand the impact DOOH (digital out-of-home) will have. All of the features that are currently available on display, mobile, and web with retargeting will be available in real time on DOOH. Expect to see more targeting, more infrastructure, and more open trading. The industry is cannibalizing itself: There is way too much fragmentation and too many silos. Aggregation is currently happening and will only continue as advertisers/media companies are understanding they need a full-stack solution. 2020 will bring consolidations and M&A to the overall ad tech industry—or many companies will be weeded out. Ad fraud: The ad fraud measurement model is flawed. For example, a recent report only measured a portion of the traffic, so fraud numbers are likely higher than they are purported to be. Fraud prevention shouldn't be an add-on, it should be baked into the platform's advertisers use. Right now, advertisers only measure a portion of their traffic, or identify fraud retroactively when it's too late. Rhett Doolittle, CEO, BluumeThere will be a new company/platform evolving in the advertising space for small businesses. The cost for Google, Facebook, Instagram, and LinkedIn ads continues to increase and fails to show a return for small businesses. This provides a great opportunity for new technology to bring value to small businesses and consumers. ComplianceChris Wayne, CTO, Yahoo Small BusinessThe world is becoming more regulated, and in 2020, small businesses will do something about it: The implementation of legislation to improve protection of personally identifiable information (PII) will continue to significantly impact e-commerce and e-commerce-adjacent industries. In 2018, the rise of GDPR forced companies to comply with strict new rules regarding the collection, storage, and use of customer data, and has since influenced how companies engage with their customers, the tools they use, and how they use them. With compliance issues and regulations taking on greater importance and becoming increasingly complex, “Do It For Me” (DIFM) services and applications to help manage GDPR compliance and other privacy laws will become critical to the e-commerce ecosystem. Since GDPR applies to all databases, marketing, sales, HR, and accounting, any way data is stored or processed falls under these strict regulations. Businesses are responsible for how and where their data is stored, and for small businesses or e-commerce companies using third-party software partners, this opens up a host of potential issues. Small businesses will increasingly turn to partners and managed service providers (MSPs) to handle these complex aspects of their business. Small businesses may take this a step further and integrate a managed security service provider (MSSP) to uphold security in their organizations. MSSPs are particularly appealing to small businesses with limited budget, staff, or resources to maintain good cybersecurity practices. Charley Moore, CEO, Rocket LawyerOn the California Consumer Privacy Act (CCPA): "Like GDPR in Europe, CCPA is undoubtedly going to increase the cost of doing business in California and other places. New rules for complying will require investments in technology and know-how. Business owners need to budget for increased costs. In addition to increased compliance costs, CCPA opens up the potential for new litigation—another legal risk companies have to budget for. Essentially any company that has any sort of presence online is going to interact with personal information governed by CCPA, and as a result has new liability. Customer Relationships/ExperienceDavid Simon, SVP and Global Head of Small Business and Medium Enterprises (SME) Business, VisaA positive customer experience can help to bring in more customers, increase sales, and create customer loyalty. Digital tools and services that simplify the shopping experience are important motivating factors for consumers when deciding where to shop. According to our research on the digital transformation of small and medium businesses, many SMBs have acknowledged such considerations—55% agree that innovative new ordering or payment services will have a positive impact on the business’s bottom line. However, only half of SMBs have tried services such as shipping/delivery, online order ahead, curbside pickup, and self-serve kiosks. In 2020, we will see a far greater number of SMB owners providing digital-related services, such as the ability to shop in-store and online, buy online and return in-store, order ahead online, and free or same- day delivery in order to stay ahead of the curve as it relates to the future of commerce. Beyond these online services, the adoption of custom digital dashboards for expedited automation and information share, accounting technology integration, and payment and spend controls will be integral to a modernized approach to running—and sustaining—a small business. Dan Breeden, Strategic Partner Management, Yahoo Small Business2020 will be the year of the “always-on” small business: As companies like Amazon continue to set buyers' expectations for customer experience, it has become necessary for small businesses to adapt in order to keep pace. Successful small businesses in 2020 will increasingly adopt technologies and practices that help support an “always-on” customer communications strategy. Through a combination of automated support chatbots, 24/7 social media responses, and spreading staff hours to monitor email and phone lines beyond a standard workday, small businesses will appear always-on and always-there. Small businesses that are able to meet these expectations—whether through seamless customer experiences, persistent accessibility, immediate responses, and more—will be most likely to build a loyal following. This will become particularly important in 2020 as we see a countercurrent of online shoppers looking to purchase unique items or to do business with smaller local merchants that share their passions, social, or environmental alignment, or who work in support of pet projects and causes. This niche consumer mindset creates an opportunity for small businesses to connect with customers on a deep, personal level and to create differentiation in both products, services, and service delivery. Rich Rao, Vice President, Small Business, FacebookBusinesses will lean more on messaging to deepen their customer relationships: As I've been on the road this year meeting with small businesses, no matter the location, whether a rural town in Oklahoma to Singapore, small businesses are increasingly using messaging to gain proximity and build relationships with their clients. Businesses are opening up digital presences and inviting their customers to message with them—gathering feedback, testing new products, and building their brand. Meredith Schmidt, EVP & GM, Salesforce EssentialsApps, technology, and social media are great equalizers for small businesses when it comes to customer experience. With so many apps and technologies to choose from, and options for every need and price range, small businesses can access simple yet productive tools for functions like marketing, customer acquisition, customer service, and engagement. And as social channels continue to evolve, it's easier than ever to reach your customers where they are and create lifetime customers and relationships. Kristen Bialik, Senior CX Analyst, CapterraIt's important to take your customer experience strategy to the next level as consumers in stores expect more and more from businesses especially with the rise of technology and online shopping.
Think beyond demographic information such as age, gender and income, and look toward your target customer's values, opinions, aspirations, purchase histories, service records, engagement on your website, or social media profiles, etc.
Try putting yourself in the customers’ shoes and imagine their actions and feelings along the way. By the end of the process, you should have a deeper understanding of gaps or flaws in the customer experience and your customers' motivations, desires, and feelings throughout.
Data sources for a VoC program can include customer complaints, customer surveys, employee feedback, company reviews, interviews, and social media. Through rich, diversified sources of customer feedback, VoC programs help companies better understand customer experience and sentiment. Oz Etzioni, CEO, Clinch2019 was the race for data. Now, brands need to figure out how to optimize the data they have and execute on it. You need to have a continuous understanding and communication between brand and consumer. In order to achieve this, brands need to break their silos, start building a customer experience hub to connect first and third party data, and execute across all channels. Rhett Doolittle, BluumeMore automation in customer relationship management has occurred, and it has spread to several industries including brick-and-mortar businesses. This will continue to evolve and become more prevalent for every industry type. MarketingRosie Blake, CEO & Founder, The Social Club
Heather DeSantis, CEO & Founder, Publicity For Good
Andre Swanston, CEO & Founder, Tru OptikGaming—reaching the unreachables: Advertising in video games will be a huge opportunity in 2020 for advertisers to reach the unreachables. The average gamer has an ad blocker, is not using Facebook, doesn't watch linear television. Reaching a wide desirable diverse audience of millennials, Gen Zers and Gen Xers, who were part of the video game boom, can be found playing video games and interacting with relevant advertisements. Michal Borkowski, Co-founder and CEO, BrainlyBrands not getting it right will be called out: If brands are going to take a stance (think, Nike's support of Colin Kaepernick) they need to have the values to back it up. Going greenKrish Iyer, Director of Strategic Alliances, ShipStationSustainability in retail is a huge conversation when we look at how we, as a society, can reduce carbon emissions. In 2020, we will see brands take a step back and look at each piece of the supply chain individually—from sourcing materials to manufacturing to shipping (and returns) materials—and work to optimize processes in a much more eco-friendly way. On the consumer side, we're already seeing shoppers become more environmentally conscious—veering away from some fast-fashion options and paying for sustainably-manufactured products and eco-friendly shipping. In 2020, we will see this trend grow, and we will see more and more brands adjust in order to stay competitive. HR/workplaceDon Weinstein, Corporate Vice President, Global Product and Technology, ADPTrends influencing the future of work: We are seeing a business-critical convergence of technology and data in the workplace. In 2020, companies will look to leverage customizable tech solutions that meet the needs of their organization, their teams, and their workers to provide a more engaging and productive work environment. A team-based approach will change how work gets done:
Personalization will become paramount:
Compliance complexity will grow:
Today's evolving workforce will require adaptable technology:
Rich Rao, FacebookSmall business owners will increasingly look for talent with digital skills: When asked about hiring needs in a recent survey, 76% of businesses said that being proficient in the latest online tools and apps is important for some, if not many or all, jobs. As consumers increasingly use social networks to find and compare local goods and services, small businesses are rethinking which skills are necessary to be competitive and thrive in today's world. Jon Stross, President & Co-founder, GreenhouseThe candidate experience will become a higher priority: 2020 will see the candidate experience—from application to onboarding—become a bigger focus for HR teams. Everything from regular touchpoints to better interview prep are major factors in how applicants perceive their candidate journeys. A poor experience can mean the loss of a qualified applicant, bad word-of-mouth for a [business] and a general chilling effect on the overall quality of candidates over time. The best companies are getting the experience right, and we expect more companies will embrace that "cause and effect" dynamic in the new year. Company culture will become more meaningful to attract talent: In a competitive hiring market, a strong company culture is a key factor for drawing top talent. And today's candidates no longer care about free beer or “nap rooms” in the office—they want to know that a company's culture puts them first. That means increased transparency from senior leadership, better career advancement opportunities, and more meaningful benefits (parental leave options, etc.) are now table stakes for candidates. 2020 will see organizations increase their focus on company culture initiatives to offer more significant perks that put the employee first. HR execs will embrace data: HR will become more focused on data, and HR execs will need to be well versed in data analytics. The increasing importance of data in talent acquisition will, in turn, mean that talent teams add people who have expertise in parsing and understanding quantified data and how it applies to hiring. Expect 2020 to bring a shift in the traditional role of the HR exec to embrace data and data science, enabling them to have a stronger voice in shaping strategic decisions that impact people. Mark Silverman, CEO, AmavaStatistics show that more than ever, baby boomers are working long into their golden years. As the workforce continues to age, experts predict that 25% of workers will be 55 and older by 2020.
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OpportunitiesSharon Miller, Managing Director, Head of Small Business, Bank of AmericaWellness—making sure we have balance—is especially important for entrepreneurs. When you have less than 100 employees and you're doing everything, healthcare and wellness become very important. There's a big opportunity [here]—mental health providers are hard to find. There's a shortage of services—and there's a need for more. Jon Fasoli, IntuitWill the gig trend continue? The future of work and the gig economy will continue to be debated into 2020 and beyond. People who work for themselves create 80% of new jobs, yet there is uncertainty about what the future holds and how far we are into this wave of change. Andre Swanston, Tru OptikThere's always an audience for FREE: While Netflix has cause for concern, free OTT services will not only survive, they will thrive as consumers look to supplement pay connected TV with free options. Streaming audio is the new CTV: The amount of weekly listeners and consumer listening hours on streaming audio will surpass terrestrial radio. Podcasts and smart speakers are becoming the norm. This shift has massive ramifications for advertisers as they look to navigate the new digital, audio world Retail/commercePhil Grier, Commerce Engineer, Yahoo Small BusinessOver the years, we've seen a blurring line between brick-and-mortar and e-commerce stores during the holiday shopping season. New data shows, due to changing consumer behaviours (online shopping is no longer concentrated on a single day), Cyber Monday is declining in importance as the majority of sales increasingly shift to all online. An overview of holiday sales data, based on Yahoo's e-commerce merchants, shows:
Yahoo's merchants aren't the only ones seeing a shift. Earlier this month Adobe Analytics also reported that Black Friday has merged from a one-day sale to an extended weekend sale. This trend will continue until Black Friday eventually outdoes Cyber Monday in sales, even for e-commerce-only merchants. Merchants who are implementing intelligent designs to help customers find what they want and thus increase conversions are experiencing significant sales growth. Charudatta Ganpule, Head, Retail Research Desk, Tata Consultancy Services (TCS)Integration of brick-and-mortar and online retail—BOPIS: A hybrid form of commerce where shoppers can move seamlessly between physical and digital worlds of retail as they research products and make purchases is on the rise. This convergence of physical and digital retailing is clear with consumers searching online and buying offline, searching offline and buying online, or buying online and picking up in store (BOPIS). BOPIS helps consumers avoid shipping fees and get products faster, while providing retailers with potential opportunities to sell more and enhance the customer experience. This trend is driving traditional brick-and-mortar retailers like Walmart, Target, and Best Buy to enhance their online functionality and offerings, while also pushing e-commerce retailers from Bonobos to Amazon to open brick-and-mortar stores. Social shopping enhanced with better data utilization: The line between social media and e-commerce is becoming blurred, commonly known as social commerce. Instagram and Pinterest have helped pioneer social shopping with brands witnessing similar trends on Facebook. Primary drivers of social commerce's success has been the shift of preference by Generation Z and millennials towards platforms like YouTube, TikTok, Snapchat, and Instagram. The key is short-form video content, which becomes the dominant form of online content. Depop, which closed $63 million in funding as a social fashion app targeting millennials and Gen Z, is an excellent example of the convergence of social commerce and technology. Responsive merchandising provides a competitive advantage: Consumers exhibit their preferences for styles, colors, and patterns of products in-store, while online they similarly click, pinch, scroll, and search directly on retailers' sites. Retailers can tap into this wealth of data about their shoppers' preferences, their stores, and the broader marketplace. Responsive merchandising is about improving the experience in those micro-moments that pulse throughout the entire customer journey. Successful brands differentiate themselves with data-led initiatives that enable them to anticipate market shifts and be first with new products inspired by local purchase patterns. Shift to non-traditional formats: Major retailers are transitioning from their original business model into non-traditional, typically smaller store formats that are varied to match the shifts in what, when, and where consumers want to shop. These non-traditional formats are temporary in nature, such as pop-up stores, mobile retail trucks, or flash websites existing for finite periods of time. Some current examples of pop-up store formats include holiday toys, fashion-show street sales via mobile stores, and urban bodegas with 30-day life cycles featuring one-off products or unusual imports. Dollar stores and wholesale clubs lead the way in non-traditional sales gains. Inventory management in becomes automated: In 2019, we saw some innovative robotics used for inventory management purposes in grocery stores. In 2020, this trend will continue to become more mainstream as robotics and AI are paired to complete more mundane tasks for retailers. Back-end inventory management will be automated this way, and other infrastructural technologies will allow for retailers to optimize their inventory and make purchases orders without ever needing a human to lift a finger. This will free up the time for retail employees to focus on delivering exceptional customer experiences in-store. 5G will revolutionize retail: With 5G, ubiquitous connectivity will finally become reality and consumers will gain immediate access to more data. Consumers will be less restricted and more informed about the retailers and brands they want to support/purchase. 5G is also expected to hasten the transformation of smart/connected packaging and quick delivery with built-in sensors collecting real-time data ensuring internal package conditions for perishable items such as food and regulated items such as medications. Greg Chapman, SVP of Business Development, AvalaraMarketplaces will continue to move from "sell through" to "sell to": Many marketplaces have already started selling more products directly to consumers. Given the increased tax compliance obligations being placed on marketplaces for third-party sales made through the platform, we can expect marketplaces to continue to move closer towards a "sell-to" approach as opposed to a primarily "sell-through" approach. E-commerce platforms need to work with marketplaces or continue to be forced out: Over the past few years, we've seen consumers take a sharp turn toward a marketplace-first approach to online shopping. This shift in consumer habits coupled with the increase in online sales tax regulations will continue to make marketplaces an ideal channel for merchants to avoid the added cost of economic nexus laws. An added impact on this trend is that Very Small Businesses (VSBs) and Small and Medium Businesses (SMBs) could potentially move to marketplaces completely and abandon e-commerce to stay competitive and avoid compliance challenges. We should expect traditional e-commerce providers to start working closely with marketplaces or offering more "Amazon-like" experiences to stay relevant. Omnichannel will become the norm and point-of-sale (POS) will become more connected into other channels: 2020 signals a new decade that will thrust millennials into the prime adult stage and bring Gen Z of college age. As younger generations gain more control of buying power, businesses will be forced to adopt an omnichannel approach to provide more convenience while maintaining a seamless shopping experience from in-store to online to social media and beyond. To adopt a truly omnichannel approach, businesses will need to leverage technology that connects all POS touchpoints. The sharing of customer and transaction data across channels will be critical to providing a high-impact customer experience on every channel. The honeymoon period for marketplaces is coming to an end: We will see tax obligations for marketplaces become the norm across the U.S. and Europe in 2020. The increased regulation globally on marketplaces, including U.S. marketplace facilitator laws, will force Amazon and other marketplaces to adapt their selling models to account for the added tax collection burden. Peer-to-peer selling will continue to grow: The popularity and use of the sharing economy have been growing rapidly over the past few years. Under the sharing economy model, businesses and individuals have the ability to sell direct and build relationships with customers. Due to the convenience and personal nature of this approach, we can expect more businesses across verticals, especially automotive, fashion, and home goods, to move towards new, innovative selling models next year to keep pace. Aaron Schwartz, VP of Business Development, ReturnlyEvery step of the post-purchase journey will be just as important as the pre-purchase: Businesses need to realize the post-purchase experience is very much a part of the entire customer journey—from returns to packaging and speed of shipment, even to what the order tracking page looks like. It's far too expensive to acquire a customer just to lose them during the post-purchase phase because the wrong t-shirt size went out or shipping took longer than expected. Surprise and delight your customers at every stage of their journey, and ensure a beautiful, branded, and fast experience end to end. Focus on:
Additionally, lower the bar and make it even easier for customers to give feedback (I used to leave a business card or handwritten note with my cell phone number). It's easier than ever to start a company today, but that also means it's easier than ever for someone to pop up and nibble around the edges if you're not on top of it.
Krish Iyer, ShipStationOn the impact of the boom in casual commerce: In 2019, we saw a major boom in casual commerce, with swipe ups and shoppable ads making it easier than ever for consumers to quickly and easily purchase products without ever leaving their favorite social platform. Those tools are great for giving smaller brands a bigger audience and ultimately boosting sales by encouraging more passive shopping. But while consumers may be more willing to shop with less familiar brands, they're still looking for ways to reduce the risk of their purchase, and our recent data shows 94% of consumers believe brands should offer free returns. In 2020, retailers both big and small, will have to nail the balance of delivering an acceptable level of friction in the returns process without jeopardizing sales. On repayment options and its effect on the e-commerce experience: Traditionally we've seen options to finance only for higher-priced items such as furniture and home entertainment systems. In 2020 we will see installment plans such as Afterpay for lower-priced items, enabling retailers to sell into broader audiences by making purchases more accessible. The concept of upfront obligations is seeing a disruption with millennials, i.e., with car purchases and homes. Could we be seeing it downstream with e-commerce purchases too? Jake Schwarzbaum, COO, Velocity SellersWhat does 2020 hold for the B2B e-commerce industry? Businesses will increase investment and advertisement spend on Amazon as the e-commerce giant continues to roll out tracking programs such as the Amazon Attribution program, growth in government online expenditures, and decrease in B2B bulk expenditures due to faster delivery times.
Oz Etzioni, ClinchThis is the evolution of retail, not the apocalypse: The way we purchase as consumers is changing. Retail tends to stay the same way. There will be a lot more closings in 2020—those that survive will be the ones innovating to stay relevant with the changing consumer. Look outside retail for upcoming retail trends: QSR brands like McDonald’s, and automotive brands, are leading the way in creating personalized, omnichannel experiences. We can expect to see these trends further solidify in the retail space next year. Rhett Doolittle, BluumeOther ideas:
SaaSPrasanna Krishnamoorthy, CEO & Founder, Upekkha (India)Indian B2B SaaS unicorns will continue to increase, building the next generation of $100 million ARR businesses in India. Phil Alves, CEO, DevSquad (U.S.)We will see an increased amount of SaaS products used as a platform for buying services in 2020 Alon Ghelber, Head of Marketing, Revuze (Israel):More SaaS companies will become customer centric, collecting customer service data conducted by marketing and product departments rather than traditional customer service teams. Anthony Ng Monica, CEO & Founder, Swogo (Portugal, UK):We will see a rise of vertical SaaS products that focus on solving very specific business challenges, which will provide great business value. Visual trendsBrenda Milis, Principal of Creative Services and Visual Trends, Adobe StockFrom Adobe Stock's Visual Trends Forecast, the first report in the new Creative Trends program:
Design trends
Motion trends
Full disclosure: Bank of America and ADP are clients of mine. DON’T MISS: Prepare Your Business for a Successful Year Ahead with an Annual Goals Meeting The post The Year Ahead for Small Business, Part 2: More Expert Predictions on New Trends and Opportunities We'll See This Year appeared first on AllBusiness.com The post The Year Ahead for Small Business, Part 2: More Expert Predictions on New Trends and Opportunities We'll See This Year appeared first on AllBusiness.com. Click for more information about Rieva Lesonsky.  |
| Start the Year Off Right: New Sales Ideas to Try This Quarter Posted: 12 Jan 2020 11:01 AM PST Did you make any New Year's resolutions this year? If you didn't, why not consider a few new approaches in your selling instead of making resolutions? Here are a few sales ideas to consider so you can start the year off right. New sales idea #1: Take more credit for your work (especially if you're female)A recent study published in the British Medical Journal found that “clinical articles involving a male first or last author were more likely to present research findings positively in titles and abstracts compared with articles in which both the first and last author were women.” As a result, the studies authored by men received about 10% more citations than the studies authored by women. Did you know that citations are used for hiring and promotion decisions? Women scientists are not promoting themselves as well as men and suffer as a result. I would imagine that business and sales are no different than the medical arena with men also making more sweeping claims about their work and women doing so less often. However, there's one very obvious area I notice a discrepancy between men and women taking credit: when they receive compliments. I’ve observed that women tend to minimize the compliments they get. They will say, "It’s nothing" or "No problem." Ladies: You work just as hard as men do. Please acknowledge compliments with a "Thanks for noticing" or "It was my pleasure." By graciously accepting the compliment you strengthen the compliment by acknowledging you did something special. Refuting a compliment hurts you because you are disputing what the speaker says. Don't do that! New sales idea #2: Be less negativeI believe it's much easier to criticize than it is to be complimentary. After all, isn't it easier to spot what's going wrong instead of seeing all that is going right? Part of what you're selling is your attitude. Who would prefer to buy from a complaining, negative know-it-all? While that's an extreme description, think about how you are perceived by others. Are you known for your positive attitude? Or are you known for your Debbie Downer persona? This year, why not hold your tongue instead of complaining? Remember that criticism is a complaint whether you perceive it that way or not. Catch yourself when all you have to contribute is something negative. And even if you start offering a negative critique, it's not too late to pull back. You can stop yourself with "Oh, never mind." Other Articles From AllBusiness.com:
I'm not saying to ignore all faults. What I am saying is you need to think about an attitude adjustment if all your comments are about small, insignificant items that only you have noticed that need improvement. New sales idea #3: Help your customers understand whyI'll never forget a sales call I made with a newly hired salesperson. The customer was engaged in the sales conversation, and I thought the salesperson was doing a good job answering questions. But there were a few questions the customer asked that made me curious about why he was asking them. At this point, my colleague should have asked, in a non-threatening way, why the customer was asking those specific questions, but he didn’t. However, that wasn’t his biggest error. So what was his biggest error? It was his response to the customer’s questions: "You don't need to know that." I nearly gasped. Nothing angers intelligent people more than when their valid questions are dismissed. The insulting reply that the salesperson made also made him miss an opportunity to help his customer understand the importance of an item. I find that customers are more likely to buy and accept your recommendations when they understand how you make sales recommendations and why you make them. The "you don't need to know that" answer shuts down all dialogue and understanding. It also stops the sales process, as it stopped it for that sales colleague of mine. You could take any one of these ideas and make a new year's resolution. You don't have to. I'm suggesting that you simply think about any or all of these ideas. You might even pick one idea and try one small step this year to implement it. Who knows? You just might see a change in your sales results. Isn't that what resolutions are all about anyway? RELATED: 5 Things You Can Do Today to Sell More The post Start the Year Off Right: New Sales Ideas to Try This Quarter appeared first on AllBusiness.com The post Start the Year Off Right: New Sales Ideas to Try This Quarter appeared first on AllBusiness.com. Click for more information about Maura Schreier-Fleming.  |
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