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What a Load of BS, this is NOT Mobile Spam
by Kim DushinskiIf you know me at all you know how firm my stance is against mobile spam. I have been known to tell students in my courses and attendees at my speaking events, “Do not send mobile spam. If you do and I find out I will come kick you in the shins.” Yes, I have said those exact words and I mean them.
I have had heated, but friendly, dialogues with colleagues about how adamant I am that even being able to upload a list of cell phones which have (supposedly) been properly opted-in at another company is wrong. It is that “supposedly” part that gets me. What if they aren’t and consumers are being placed on a text message list without permission? That would be so wrong and it would be mobile spam in its purest form.
It is flat out safe to say that I am a huge opponent to any form of mobile spam.
Today’s article in Mobile Marketer reporting about a class action lawsuit against Twitter for violating SMS regulations has me fuming for an entirely different reason.
Two gentlemen, who I am assuming are the type of people who would sue a coffee place for serving too hot coffee or a knife company for selling sharp knives upon which they cut themselves due to their own negligence, have filed a class action lawsuit against Twitter.
The point of their complaint is the single message that Twitter sends when someone has successfully opted out of receiving SMS. The message simply confirms that the person has opted out and will receive no further messages from the Twitter account they had been following. Furthermore it gives information on how to opt out of all remaining SMS messages sent through Twitter.
In reality this confirmation message is helpful to the person who has opted out because now they know they will stop receiving messages from the individual account and if they want to take it a step further and unsubscribe from Twitter SMS all together they now know how. And can do it easily at that exact moment.
In this scenario Twitter did not send any message without permission. Twitter automatically and immediately opted people out of SMS messages upon request and even goes a step further to tell people how to opt-out all together.
THIS IS NOT MOBILE SPAM!
Here’s why this bothers me so much. We have bigger issues to fight. Real mobile spam. The kind that is truly, horrible and wrong. Like the $9.99 my husband was charged for My Mobile Love Alerts. He did nothing but reply STOP to a message that came into him out of the blue. (And yes, I know it came in out of the blue because I happened to be sitting right next to him when it did.)
By the time we noticed the $9.99 was billed to his account Sprint had already paid the slimy excuse of a company (My Mobile Love, Short Code 34095, Phone 877-382-4750, Powered by Open Market) that did this and refused to take it off his bill.
Now, THAT is mobile spam. It is wrong and it must be stopped.
If we, thanks to the plaintiffs in this frivolous lawsuit, spend our energy fighting off opt-out confirmation messages sent to consumers who granted permission in the first place we are missing out on fighting the true spammers – like My Mobile Love, which should have been shut down by the carriers and Open Market long ago.
Hello, Open Market…reading this? Or maybe the opportunistic plaintiffs rallying against Twitter will take up this real case of mobile spam.
Super Bowl XLV Mobile Commercials …or Not
by Kim DushinskiIn my third annual Super Bowl Mobile Hits and Mobile Misses analysis I am going to start with the mobile misses – pretty much all of the advertisers. I sat there watching each commercial with anticipation and my cell phone handy and ready to take action when directed and almost nothing happened. Really?!?
At first I was shocked. After three years of thinking this will finally be the year when the commercials start to use mobile as the effective direct response tool it can be; I had a huge realization. Super Bowl commercials are not wired for direct response at all. They are all about branding and impact and award winning and the water cooler effect. It is almost as if people laughing and talking is enough for these brands.
Maybe that is just the way it is always going to be. However, I think that is a crying shame. After all if you are going to spend millions of dollars why not ensure a measurable response? Why not have a text message call to action that stays on the screen the entire spot and get millions of opt-in subscribers for your mobile or email database?
This would effectively extend the reach of that ad well beyond the day or two of water cooler effect. By the end of this week the remembrance factor on these commercials will be nil. (OK, that Doritos finger sucking one will probably stick with us all for a lot longer than we want it to.)
But if there were a brand that could send out a text message coupon this coming Friday to millions of people who had opted in …that brand would be remembered. That brand would literally be in the palm of the hands of millions of Americans. They would be raking in measurable response days after everyone else’s commercial was a distant memory.
And that response could carry on ALL YEAR LONG. By the time Super Bowl XLVI was coming around they could even use that text message list to hype the new commercial. Oh my goodness, why do none of these advertisers grasp this?
Especially LivingSocial and Groupon! It seems to me that their businesses will live or die based on their opt-in lists. If their ads were better (not a burly guy turning into a cross dresser or a total slam on Tibet’s struggles) I propose it would have been possible for them to each grab at least a few million more email subscribers with a simple “Text your email address to this short code to sign up for daily offers” or “Sign up for daily deals now at m.domain.com.”
To quote my favorite movie of all time, The Princess Bride, it is INCONCEIVABLE to me that this was missed. How much more money would these companies be making today with their daily offer? Tomorrow? Next week? The Wall Street Journal asks, “Who Won The Super Bowl – Groupon Or LivingSocial?” and I say neither one. They both lost. The opportunity cost on missing out on using mobile to build their emails lists is huge.
What about all the car companies…what if dealers across the country had lists of people who wanted to test drive a car they saw on a commercial? All it would take is a simple “Text your email address and zip code to this short code and a list of nearby dealerships will be sent to you.” Following up with hot prospects is a lot better than sitting around waiting for someone to come into the dealership.
MOBILE HITS
OK, now on to the Mobile Hits. The big winner was the NFL – sort of. They had the most mobile calls to action in the whole game. They had a text call to action in the first half. By texting NFL to 8915 I would be able to get “News, Stats, Highlights and More.” This actually sounded exciting and compelling so I texted in.
Unfortunately, the only thing I got back was a message telling me that my message was sent using an invalid number of digits. I never got my news, stats highlights or more. Bummer. Wonder what happened with the short code. Was this a carrier specific campaign but not announced that way?
The NFL also did a very good job suggesting that logging in to www.nfl.com/mvp to vote for the MVP could be done via mobile. That was great. Even as I write that I am so sad that this is the best use of mobile in the whole Super Bowl.
Another mobile win was, again, Cars.com. In their funny “go first” ad they suggest that sometimes going first is not all it is cracked up to be. When choosing a car it is best to see what others have already found out. The person doing the finding out was standing in a showroom using his mobile device to access cars.com to see reviews. Smart ad. Good use of suggesting mobile.
Cars.com Go First Ad
A FEW MORE THOUGHTS
I feel compelled to mention the SalesForce chatter.com commercial. Essentially the whole point of this commercial was that using their software via mobile would increase productivity. However, the whole thing was muddled up by the “Baby Peas” concept which was so weird. These commercials even made the top three disliked commercials.
It gives me great pleasure that the sexist domain seller commercials are also on that list. I refuse to even name them since they seem happy to have any attention and count it as reason to keep running these insipid ads.
Completely unrelated to mobile in anyway, I have to say that Budweiser (my favorite beer of all time) let me down by not having any good Clydesdale commercials. A cameo appearance in one commercial is NOT enough of the beautiful horses. Come on Bud!
And E*Trade, too, was a disappointment. I expect a lot from that talking baby and didn’t even crack a smile this year. That is almost as sad as mobile being missed by practically all the advertisers.
Santa Claus Needs Mobile Marketing
by Kim DushinskiThis is a GUEST POST by Bob Bentz. I hope you enjoy it as much as I did.
North Pole – Who’s the greatest businessman of all-time?
No, it’s not Henry Ford, nor is it John D. Rockefeller. Bill Gates? Donald Trump? Richard Branson? Mark Zuckerberg?
Give me a break.
The greatest businessman of all time is, without a doubt, Santa Claus.
Think about it. His customers return year after year. He has a factory that churns out toys 24/7 with little overhead. He has loyal employees; of course, there aren’t a lot of jobs in the world in this tough economy, so imagine how hard it is for elves these days.
Santa Claus has a promotions department that secures prime visibility in crowded malls and gets him grand marshal positions in parades all over the world. He also has a public relations staff that writes songs, poems, and even produces movies and television shows with him as the star. His stamina is amazing and there are no banned substances in his body, unless you count thousands of chocolate chip cookies!
He’s an advertising genius. Just watch TV in December and see how many commercials he’s on. I’ve seen him drinking Coca-Cola for years now and am still amazed how he can balance himself on that Norelco razor after all the junk food he eats!
And talk about customer service. It’s the best in the world. No waiting on hold to talk to his telemarketers that are actually “Bob” from India. He knows what you want, often without your even telling him.
But, sometimes I think Santa Claus is slipping a bit the past few years. He hasn’t really embraced html5, smartphones, social networking, or any new technology very well. I think he’s one of only about 15 Americans that don’t have a Facebook account.
His workers still use basic tools from the pre-Industrial Revolution. His mode of transportation still involves harnessed livestock that takes a treacherous route around the world. Call the ASPCA!
And, don’t tell me one animal with a light bulb on his nose is innovative. His ordering process is downright archaic. I mean, who writes letters any more?
What Santa Claus needs is mobile marketing. Worldwide, 5 trillion text messages are sent each year, but how many of you have ever received one, or sent one, to the North Pole? Even Verizon can’t hear you now at the North Pole.
Did you know that 18% of those 5 trillion text messages are considered commercial text messages? Don’t you think a broadcast text message would be a great way for Santa to get rid of some of his closeout inventory? I hear there’s a warehouse at the North Pole that still has half a million eight-tracks and cassette tapes in it!
Did you ever watch the late news on television on Christmas Eve? There’s usually some cheesy graphic there with a picture of Santa flying over some other country. In the eastern United States, I think he’s usually in the Czech Republic during our 11 o’clock newscast.
Well, I’m an insomniac and I often stay up late multi-tasking on my laptop while watching the History Channel or ESPN—even on Christmas Eve. I would love to get a text message to know when Santa is getting close to my hometown so I can get to bed on time. If Southwest can notify me of its flight arrivals by text message, I would think Santa could announce the progress of his reindeer with all those clever little engineers he has on staff.
Ordering is another issue. How many of you still have envelopes and stamps in your house? It’s been so long since I sent a letter that I have no idea how much it costs to send a letter. How much postage do you need to put on a letter to the North Pole anyway? It’s not even on the USPS.com web site; I checked. Plus, there’s the issue of the post office losing your snail mail which happens an awful lot this time of year.
By the way Santa, I’m still waiting for the Benz I asked for last year. I knew I should have sent my Christmas list by Fed Ex.
With text messages, we could send in our Christmas lists to Santa Claus through a short code, say 72682 (S-A-N-T-A). With an easy-to-use mobile marketing solution like this, Santa could confirm receipt and even tell you if you’ve been…bad or good.
Maybe that’s what happened to my Benz.
Bob Bentz is president of Advanced Telecom Services which provides a do-it-yourself mobile marketing network (84444.com) to advertising agencies. He is a father with two children and he still believed in Santa Claus until last year when his Benz never arrived.
In a new category of blog posts called “vs” I am going to compare how two different companies implement a mobile marketing strategy and I will declare a winner in the imaginary competition. First up is Target vs. the United States Post Office.
In this battle I am examining their use of QR Codes. A technology that I am not yet fond of, but I digress, and will tell you why later in this post.
First up, let’s see what the USPS offers up. In the October 2010 issue of their “magazine for marketers” called deliver (www.delivermagazine.com), they present a huge QR code that is the only thing on the cover of the magazine. It actually looks pretty good, but there are no instructions.
If someone doesn’t already know what a QR code is and have the scanning software on their phone, they would have no idea what to do about it.
On the back cover of the magazine (but nowhere inside it) there are vague instructions as to what to do with the bar code. Step #1 says, “Download a barcode reader for your mobile phone” but doesn’t say where or how. Is it an app? Is it from a mobile website? Is a particular kind of barcode reader needed or will any bar code reader work? Is it free?
Next, if someone holding this magazine did have bar code software on their phone and knew what to do with it there would be no compelling reason to do so. On the back cover it says that one will “be amazed at what you see.” OK, what does that mean? People are busy. Do they really have time for unknown amazement from the post office?
In the other corner we have Target and their Toy Catalog.
On the inside cover there is a box titled Scan Joyfully. In it is a three step set of clear and helpful instructions plus an example of a QR Code to give a visual cue that is what the instructions are for.
Step #1 says, “From your mobile phone, download the FREE ScanLife app at Target.com/scan.” These are instructions a person can actually follow easily.
The third step also offers an alternative in case the person reading it is, like me, not so fond of QR Codes yet. It says, “Can’t scan? No problem. Just use the short URLs next to the QR Codes within the catalog instead.” Perfect.
This brings up why I don’t like QR codes. Frankly they slow me down. It is much simpler for me to type in a URL than to open my bar code app, take a picture and then wait while the app decodes it and routes me to the proper action. This could be a function of my phone and the bar code software I have, but I am certainly not the only one with this issue. It is wise to offer alternative ways to take the same action.
Next, Target gives compelling reasons to scan the codes. There’s holiday decorating tips from Sabrina Soto, a Sautéed Shrimp Cocktail recipe from Giada De Laurentiis, holiday fashion tips from Nina Garcia and a How-To TV Buying Guide. Each option features a QR Code and a short URL in case the code is not how I want to access this tantalizing information.
In case you haven’t figured it out by now, Target is the winner in this first “vs” column. In fact, I would go so far as to say it was a knockout.
For further reading on mobile barcode strategy, check out www.2dbarcodestrategy.com.
Yesterday in my blog post about Costco going mobile I announced that I intend to make at least one holiday purchase using my mobile phone this season. I’m wondering how many of you will be doing the same.
Next week on the next episode of The Mobile Marketing Review, the other mobile mavens and I will be discussing mobile commerce. I will be announcing the results of this poll during that podcast.
The first 100 people who answer it will have their results tallied. After that, you will need to vote in the comments.
So, what do you think?
Two of my favorite things in the world have come together – Costco and mobile. And I am so happy to share all the ways that Costco is doing mobile right and a couple things I wish they would do differently.
First, I was alerted to the new Costco mobile strategy when I read my November 2010 issue of Costco Connection, their excellent member magazine. That is actually the first thing they did right was have an excellent magazine that is worth members’ time to read. In the article titled Beaming up to Costco.com, David Wright announced that Costco now has a mobile-friendly website and an SMS campaign. They have apps for iPhone, Blackberry and Android phones coming soon.
Obviously, the first thing Costco is doing right is getting mobilized. It is time for smart businesses to be on board with mobile.
I am so glad they did the mobile web first and are launching apps later. Any smart phone can get on the mobile web. By going with the mobile web first they opened Costco.com for all smart phones and mobile web-enabled phones. Smart move. Businesses that declare they are “mobile” and only have an iPhone app are missing the big picture and the biggest audience.
Costco did not make a big deal about their mobile site domain being m.costco.com and suggesting that members need to go to that domain. Instead they simply said to go to costco.com and they let the device detection software do the work of providing the correct version of the site. Happily, this device detection worked for my Palm Pre on webOS. Often, device detection fails for me and serves the desktop site to my Pre. They should have a link to their mobile site from their desktop site in case this didn’t work. (BTW, this is one of the most common mistakes I see in mobile web development.)
As you can see they developed a true mobile site that takes into account what mobile users would most likely need – search, locations and the ability to sign up for SMS offers all prominently featured. It is so important to remember that mobile users have different needs than desktop site visitors.
Next, their SMS campaign is also great because it opens up Costco mobile to ALL phones. Any phone can send and receive text messages. Having a text message campaign ensures that all Costco members with cell phones can interact with them via mobile.
Since I only signed up last week I have only received two messages from Costco – my welcome message and an alert that my new coupon book is active. I am very excited to see what I get on Cyber Monday. According to their ad in Costco Connection, it is sure to be something noteworthy. Maybe I will make my first mcommerce purchase at Costco’s mobile site. (I will let you know.)
One thing I wish they did differently is to use STOP as their opt out action word. Nobody else I have ever seen uses NOTEXT. First of all, businesses should stick with the standard terms to avoid confusion on the part of customers. At least they are putting it in every message. Secondly, it uses two extra characters. Don’t they need those characters to tell me all about the cool stuff they have for me to come get?
Thumbs up Costco! I’ll see you soon, in the store and on my phone.
While I don’t usually like to post negative things on my site, I find myself in a situation where I feel compelled to warn others who may be sucked into an “opportunity” in mobile marketing that is most likely a huge scam. Let me give you a bit of background.
In June of this year I was approached by two colleagues about a mobile marketing business called Wicoup – an MLM business opportunity centered around text messaging. Although I was apprehensive about it at first, over time through numerous phone calls and online meetings I became convinced that it might have potential as a good mobile marketing business. I was especially excited when in August I was asked to fly out to San Diego to meet with the then Executive Vice President of the company, John Rustin.
The meeting was about me developing a training program for them and I was told up front that my airfare and travel expenses would be paid by the company. By the way, Wicoup (now known as Digital Direct Network) is owned by Madison Avenue Media (a publicly traded company under stock symbol OTCBB:KHZM).
Without going into way more detail than is really necessary, what happened is that I flew out to San Diego and met with John Rustin. The following week on 8/11/10 John Rustin and I had a phone call with Stephen Molinari, the CEO of Madison Avenue Media, to discuss a proposal from me about the training.
In that phone call Mr. Molinari said a few things that made me very concerned that his company might be planning to do mobile spam. (I had had misgivings like this at several other points in our dealings but had been reassured along the way by my well meaning colleague who first introduced me to this company that everything was above board.)
Here is an email that I sent Stephan Molinari and John Rustin to clarify the situation:
Steve and John:
Despite my excitement after our phone call today about the huge opportunity in Wicoup, there was something said in our call that I keep thinking about. Frankly, it is weighing on my mind heavily. I want to make sure that I didn’t misunderstand you. You said something about having access to every cell phone number in North America on a list and that once it was scrubbed against the Do Not Call list that you would be able to use that to build your opt-in database and gather more demographic information on the owners of the numbers.
Do you intend to send unsolicited text messages to this list of cell phones? Or were you saying something else? I am hoping you meant that this list could be compared to your opt-in database and somehow compile a more robust marketing database. I need to know if unsolicited mobile contact is part of your business model.
Additionally, I would like to know what your specific plans are for the 60 million opt-in numbers in relation to the business owners who would be signing up for Wicoup services. Would they be able to send messages to this database? If so, under what conditions?
Lastly, when a consumer texts in to receive a mobile coupon from Wicoup how is it that they will be notified that they are being added to a database for future communications? Will each business be able to build a database of their customers that only they can send messages to?
I know this is a lot of questions, but these are VERY important to me to be answered clearly, succinctly and directly. I have to say up front that I want absolutely no part of mobile spam and I’m hoping you don’t either since you mentioned a law firm specializing in mobile and having a compliance officer. Here’s the bottom line – I am hearing mixed messages about your company’s stance on this and it is troubling me.
What I see is that Wicoup has the potential to be the biggest and best mobile marketing business opportunity around the world. I would love to be a part of it and help train people to sell smart, ethical mobile marketing tools to businesses. Please tell me that is what you want to do too.
Kim Dushinski
I have never received a response.
Likewise, I have not been reimbursed for my airfare. Despite numerous attempts on my part to collect it. It seems very odd that a publicly traded company would refuse to pay a $482 airfare reimbursement request. Or respond at all to a professional in the industry who had grave concerns about the way business would be handled. Especially when the company had just asked me to fly out to meet with them. This was not unsolicited on my part. There is something not quite right about this whole situation.
My recommendation about Direct Digital Network and Madison Avenue Media is to listen to your gut. I wish I had. Would have saved myself a lot of time, energy and at least $482.
If you are just getting started with your mobile marketing business, you might find these tips helpful.
- Learn the basics of mobile marketing first. If you jump in without knowing some of the most basic requirements and regulations you could land yourself and your clients in hot water. I suggest reading the Mobile Marketing Association’s Best Practices document as your first step. A lot of it will be completely over your head the first time you read it. That’s OK. Do it anyway. Then come back to it later when you know more.
You can also check out my Mobile Marketing QuickStart as a quick, easy, affordable way to get started in mobile marketing.
- Read case studies and examples of mobile marketing in action. It will help to see what other businesses are doing in the mobile space. It will also get your ideas flowing about what you can do with your business. I read MobileMarketer.com every day for this very reason. You can also “Like” the Mobile Marketing Profits Facebook page. I share case studies and mobile marketing examples there all the time.
- Subscribe to as many text message campaigns as you can find. Use the mobile web frequently. You need to use this stuff in order to know how to sell it. If you don’t already have an unlimited data plan – get one now. Here’s your first chance:
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- Start determining what you want to offer to your customers: text messaging, mobile website development, mobile coupons on demand, mobile advertising, mobile marketing strategy or a combination of some of these. You will find that your ideas will flow best around a certain type of service. Start with that.
- Make a list of potential local business clients and brainstorm what you’d offer them. This will be so much easier if you are reading case studies and participating in mobile offers. Of course when you are ready to start acquiring clients you will not just walk in and tell them what you want to offer them, you will start first by seeing what their needs are and then show them how mobile can solve their problems.
- Find a vendor (or most likely several) who provide the technological backbone to what you’ll sell. You’ll be looking for a text messaging company, a mobile website builder, etc. Check out my list of recommended mobile marketing vendors as a good starting point.
- Get training. If your vendors have training – take it! If you would like step-by-step guidance in building your mobile marketing business, please check out my Mobile Marketing Business in a Box (my self-study program) or the Mobile Marketing Masters Group (a 6-week group class personally lead by Kim Dushinski).
Good luck with your mobile marketing business. Please let me know what you’re doing and how I can help.
My 4th of July mobile marketing challenge was a huge success. People participating found mobile marketing happening and were so excited to be focusing on the opportunities in mobile. Interestingly, it seems that the opportunities are what we found the most.
My specific results for the challenge (which was to keep track of every mobile marketing encounter over the weekend) included only two text message coupons. One from Arby’s which arrived on my phone on the 4th of July. I was unable to redeem it that day since I was in a small mountain town that did not have an Arby’s. The other was my free movie coupon from Redbox which came to me on Monday morning before I left for home, so I am counting it.
So while I didn’t see tons of mobile marketing I did see lots of possibilities. Jeff Wells, a challenge participant summed it up nicely in his comment, “in my minds eye I saw a hundred missed opportunities.”
YES! That is exactly what happened to me. In this photo you see an empty Please Take One box. It was in front of a house for sale on a street with practically everyone in the town walking by during the course of the day. When I first walked by in the morning this box was filled with flyers. By mid afternoon it was empty.
Had the Realtor put up a text for info offer on the sign it would have allowed all the people who walked by in the afternoon to still get info on the house. The Please Take One box would be available continually.
The parade was another time I spotted lots of opportunities. Restaurants who had floats could have had mobile coupon offers, politicians could have been signing up volunteers via text message as they went down the street, the town itself could have been promoting foursquare checkins or getting Facebook fans for their official page.
The good news in all of this is that the opportunities are there for businesses to take advantage of mobile. And it is up to us mobile marketing entrepreneurs to get mobile into their marketing mix.
What mobile marketing did YOU see this weekend? What opportunities did you see for mobile?
My dad, Jack Randall, (pictured here with me on the 4th of July 2008) actually sparked this challenge by calling me excitedly to tell me that he saw that Walgreens has mobile prescription alerts. It may not be an exact quote, but he said, “Mobile is everywhere now.”
My challenge is for you to pay attention to how many mobile marketing interactions you have during the holiday weekend.
Everything counts…
- Mobile coupons you receive and/or redeem
- Text in offers you can sign up for
- Mobile ads you see on apps or on the mobile web
- Foursquare ‘offers nearby’ when you check in
Not only will you get interesting insight into how prevalent mobile marketing is becoming, you could win a prize.
The Prize:
Everyone who comments on this blog post or writes on my Facebook page’s wall to let me know your tally will be entered in a random drawing to win a Strategic Thought Session with me or $250 off a Mobile Marketing Business in a Box.
To win you must post your tally by NOON Eastern Time on July 5th.
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I own my own business for the freedom it affords me. Freedom to set my own schedule; freedom to write my own paycheck; freedom to make my own decisions.
If you want this freedom for yourself and want to do it in the most exciting industry since the Internet, check out the Mobile Marketing Business in a Box Freedom offer today through July 5.
In addition to what you already get to help you start your mobile marketing business, you will also receive:
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Mobile Profits Insider will be a regular webinar-based meeting for mobile marketing entrepreneurs like you to network, discuss marketing strategies and mobile marketing campaigns. I will personally facilitate the meeting and be available for questions and to suggest resources.
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Together we will craft the framework of the group and hold our first session. Being on this session will utomatically grant you Founder status which will come with several benefits that we will determine together.
There is no charge for this first call. After that there will be a monthly fee, which we’ll decide together. Founders will get a substantial lifetime discount on the membership fee.
See the Freedom Offer here.
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