Post on 15-May-2015
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What’s Next?
How toCharge Moreby Reinventing VoIP Services
Saturday, May 11, 13
CAN YOU SPEAK MAGIC?
2Saturday, May 11, 13
CAN YOU SPEAK MAGIC?
2
Ben Klang
Saturday, May 11, 13
CAN YOU SPEAK MAGIC?
2
Ben Klang
Saturday, May 11, 13
CAN YOU SPEAK MAGIC?
2
Ben Klang
Saturday, May 11, 13
CAN YOU SPEAK MAGIC?
2
Ben Klang
Saturday, May 11, 13
CAN YOU SPEAK MAGIC?
3
How toCharge More
by Reinventing VoIP Services
Saturday, May 11, 13
CAN YOU SPEAK MAGIC?
4
Making a buck inVoIP and Cloud PBX
is Hard
Saturday, May 11, 13
CAN YOU SPEAK MAGIC?
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Making a buck inVoIP and Cloud PBX
is Hard
...and Getting Harder
Saturday, May 11, 13
CAN YOU SPEAK MAGIC?
THE PROBLEMS
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THE PROBLEMS
Price Minimization
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CAN YOU SPEAK MAGIC?
THE PROBLEMS
Price MinimizationService Homogenization
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CAN YOU SPEAK MAGIC?
THE PROBLEMS
Price MinimizationService HomogenizationSexiness Boringization
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CAN YOU SPEAK MAGIC?
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PRICE MINIMIZATION
Saturday, May 11, 13
CAN YOU SPEAK MAGIC?
1995 PRICE-PER-MINUTE
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CAN YOU SPEAK MAGIC?
2005 PRICE-PER-MINUTE
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CAN YOU SPEAK MAGIC?
2005 PRICE-PER-MINUTE
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CAN YOU SPEAK MAGIC?
2015 PRICE-PER-MINUTE
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0Saturday, May 11, 13
CAN YOU SPEAK MAGIC?
2015 PRICE-PER-MINUTE
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0*
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CAN YOU SPEAK MAGIC?
TODAY’S PRICE-PER-MINUTE
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CAN YOU SPEAK MAGIC?
TODAY’S PRICE-PER-MINUTE
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CAN YOU SPEAK MAGIC?
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CAN YOU SPEAK MAGIC?
SERVICE HOMOGENIZATION
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CAN YOU SPEAK MAGIC?
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CAN YOU SPEAK MAGIC?
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12,000 vertical pixels of textCovers North American providersThe full list is 3 times longer than thisI tried showing you the full list in this presentation but it kept crashing the software
CAN YOU SPEAK MAGIC?
WHO’S WHO OF DEAD VOIP
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27% of checked sites are dead
CAN YOU SPEAK MAGIC?
WHO’S WHO OF DEAD VOIP
•78 Companies Checked
15Saturday, May 11, 13
27% of checked sites are dead
CAN YOU SPEAK MAGIC?
WHO’S WHO OF DEAD VOIP
•78 Companies Checked•21 Websites Down/Gone
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27% of checked sites are dead
CAN YOU SPEAK MAGIC?
WHO’S WHO OF DEAD VOIP
•78 Companies Checked•21 Websites Down/Gone•How many more silently failed?
15Saturday, May 11, 13
27% of checked sites are dead
CAN YOU SPEAK MAGIC?
SEXINESS BORINGIZATION
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Boringization: Was sexy for a minute when VoIP disrupted the remnants of Ma Bell. Then got exciting again when cheap PBXes moved to the cloud. But now what?This is evidence that all the interesting problems have been solved. At this point you are not going to enter this market selling generic voice minutes or Cloud PBX services and expect to surprise anyone - they’ve gone mainstream. We have to reach further.
CAN YOU SPEAK MAGIC?
SERVICE COMMODITIZATION
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http://mspmentor.net/acquisitions/hosted-voip-acquisition-warwick-valley-telephone-buys-alteva
Saturday, May 11, 13
CAN YOU SPEAK MAGIC?
SERVICE COMMODITIZATION
18http://www.zacks.com/stock/news/97333/jcom-on-acquisition-spree
“Last year, the company made six acquisitions related to cloud-based services.”
“The company executed three more buyouts early this year. The aggressive buyout strategy of the company will consolidate its global leading position in the virtual PBX market.”
Saturday, May 11, 13
CAN YOU SPEAK MAGIC?
GIVING UP
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THREE OUTCOMES
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Unless you’re the one doing the buying...If you are in this market and you’re not changing something, these are the outcomes
CAN YOU SPEAK MAGIC?
THREE OUTCOMES
Be Bought
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Unless you’re the one doing the buying...If you are in this market and you’re not changing something, these are the outcomes
CAN YOU SPEAK MAGIC?
THREE OUTCOMES
Be BoughtTread Water
20Saturday, May 11, 13
Unless you’re the one doing the buying...If you are in this market and you’re not changing something, these are the outcomes
CAN YOU SPEAK MAGIC?
THREE OUTCOMES
Be BoughtTread Water
Give Up
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Unless you’re the one doing the buying...If you are in this market and you’re not changing something, these are the outcomes
CAN YOU SPEAK MAGIC?
FOURTH OPTION:
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Such an overused word. So let’s look at what it means
CAN YOU SPEAK MAGIC?
FOURTH OPTION:
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INNOVATE
Saturday, May 11, 13
Such an overused word. So let’s look at what it means
CAN YOU SPEAK MAGIC?
INNOVATION
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Go against the mainstream. Don’t just do what everyone else is doingNot just lipservice
CAN YOU SPEAK MAGIC?
INNOVATION•Change Business Model
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Go against the mainstream. Don’t just do what everyone else is doingNot just lipservice
CAN YOU SPEAK MAGIC?
INNOVATION•Change Business Model•Switch from selling minutes to seats
22Saturday, May 11, 13
Go against the mainstream. Don’t just do what everyone else is doingNot just lipservice
CAN YOU SPEAK MAGIC?
INNOVATION•Change Business Model•Switch from selling minutes to seats•Switch from selling seats to phones
22Saturday, May 11, 13
Go against the mainstream. Don’t just do what everyone else is doingNot just lipservice
CAN YOU SPEAK MAGIC?
INNOVATION•Change Business Model•Switch from selling minutes to seats•Switch from selling seats to phones•Focus on Being Different
22Saturday, May 11, 13
Go against the mainstream. Don’t just do what everyone else is doingNot just lipservice
CAN YOU SPEAK MAGIC?
INNOVATION•Change Business Model•Switch from selling minutes to seats•Switch from selling seats to phones•Focus on Being Different •“The Customer Service Leader”
22Saturday, May 11, 13
Go against the mainstream. Don’t just do what everyone else is doingNot just lipservice
CAN YOU SPEAK MAGIC?
INNOVATION•Change Business Model•Switch from selling minutes to seats•Switch from selling seats to phones•Focus on Being Different •“The Customer Service Leader”•“Fastest Deployment Time Period”
22Saturday, May 11, 13
Go against the mainstream. Don’t just do what everyone else is doingNot just lipservice
CAN YOU SPEAK MAGIC?
INNOVATION•Change Business Model•Switch from selling minutes to seats•Switch from selling seats to phones•Focus on Being Different •“The Customer Service Leader”•“Fastest Deployment Time Period”•Specialization
22Saturday, May 11, 13
Go against the mainstream. Don’t just do what everyone else is doingNot just lipservice
CAN YOU SPEAK MAGIC?
INNOVATION•Change Business Model•Switch from selling minutes to seats•Switch from selling seats to phones•Focus on Being Different •“The Customer Service Leader”•“Fastest Deployment Time Period”•Specialization•Highly targeted products and services
22Saturday, May 11, 13
Go against the mainstream. Don’t just do what everyone else is doingNot just lipservice
CAN YOU SPEAK MAGIC?
INNOVATION•Change Business Model•Switch from selling minutes to seats•Switch from selling seats to phones•Focus on Being Different •“The Customer Service Leader”•“Fastest Deployment Time Period”•Specialization•Highly targeted products and services•Vertical Integration
22Saturday, May 11, 13
Go against the mainstream. Don’t just do what everyone else is doingNot just lipservice
CAN YOU SPEAK MAGIC?
INNOVATION•Change Business Model•Switch from selling minutes to seats•Switch from selling seats to phones•Focus on Being Different •“The Customer Service Leader”•“Fastest Deployment Time Period”•Specialization•Highly targeted products and services•Vertical Integration•Deliver things that others can’t
22Saturday, May 11, 13
Go against the mainstream. Don’t just do what everyone else is doingNot just lipservice
CAN YOU SPEAK MAGIC?
INNOVATIONTHROUGH
SPECIALIZATION
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Let’s solve real problems
CAN YOU SPEAK MAGIC?
24Saturday, May 11, 13
CAN YOU SPEAK MAGIC?
HOW DOES THIS WORK?
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CAN YOU SPEAK MAGIC?
HOW DOES THIS WORK?
1.Identify a market to serveThe more specific the better!Pick one you know or have connections to
25Saturday, May 11, 13
CAN YOU SPEAK MAGIC?
HOW DOES THIS WORK?
1.Identify a market to serveThe more specific the better!Pick one you know or have connections to
2.Learn what makes them tickWhat pains do they suffer?Where are opportunities to solve problems?
25Saturday, May 11, 13
CAN YOU SPEAK MAGIC?
HOW DOES THIS WORK?
1.Identify a market to serveThe more specific the better!Pick one you know or have connections to
2.Learn what makes them tickWhat pains do they suffer?Where are opportunities to solve problems?
3.Solve problems, sell solutions
25Saturday, May 11, 13
CAN YOU SPEAK MAGIC?
HOW DOES THIS WORK?
1.Identify a market to serveThe more specific the better!Pick one you know or have connections to
2.Learn what makes them tickWhat pains do they suffer?Where are opportunities to solve problems?
3.Solve problems, sell solutions4.Repeat Step 3
25Saturday, May 11, 13
CAN YOU SPEAK MAGIC?
HOW DOES THIS WORK?
1.Identify a market to serveThe more specific the better!Pick one you know or have connections to
2.Learn what makes them tickWhat pains do they suffer?Where are opportunities to solve problems?
3.Solve problems, sell solutions4.Repeat Step 35.Profit!
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CAN YOU SPEAK MAGIC?
WHY DOES THIS WORK?
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As long as you keep the price competitive, or the price/value balance
CAN YOU SPEAK MAGIC?
WHY DOES THIS WORK?
•Niche markets often underserved
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As long as you keep the price competitive, or the price/value balance
CAN YOU SPEAK MAGIC?
WHY DOES THIS WORK?
•Niche markets often underserved•Solutions create high value!
26Saturday, May 11, 13
As long as you keep the price competitive, or the price/value balance
CAN YOU SPEAK MAGIC?
WHY DOES THIS WORK?
•Niche markets often underserved•Solutions create high value!•Tailored beats Generic every time
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As long as you keep the price competitive, or the price/value balance
CAN YOU SPEAK MAGIC?
WE HAVE THE BEST TOYS!
27Saturday, May 11, 13
VoIP Minutes and Cloud PBX are solved problems. Let’s solve new problems
CAN YOU SPEAK MAGIC?
WE HAVE THE BEST TOYS!
27Saturday, May 11, 13
VoIP Minutes and Cloud PBX are solved problems. Let’s solve new problems
CAN YOU SPEAK MAGIC?
WE HAVE THE BEST TOYS!
27Saturday, May 11, 13
VoIP Minutes and Cloud PBX are solved problems. Let’s solve new problems
CAN YOU SPEAK MAGIC?
WE HAVE THE BEST TOYS!
27Saturday, May 11, 13
VoIP Minutes and Cloud PBX are solved problems. Let’s solve new problems
CAN YOU SPEAK MAGIC?
WE HAVE THE BEST TOYS!
27Saturday, May 11, 13
VoIP Minutes and Cloud PBX are solved problems. Let’s solve new problems
CAN YOU SPEAK MAGIC?
WE HAVE THE BEST TOYS!
27Saturday, May 11, 13
VoIP Minutes and Cloud PBX are solved problems. Let’s solve new problems
CAN YOU SPEAK MAGIC?
WE HAVE THE BEST TOYS!
27Saturday, May 11, 13
VoIP Minutes and Cloud PBX are solved problems. Let’s solve new problems
CAN YOU SPEAK MAGIC?
...BUT WE SELL THIS
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CAN YOU SPEAK MAGIC?
...BUT WE SELL THIS
29Saturday, May 11, 13
CAN YOU SPEAK MAGIC?
...BUT WE SELL THIS
29Saturday, May 11, 13
CAN YOU SPEAK MAGIC?
...BUT WE SELL THIS
29Saturday, May 11, 13
CAN YOU SPEAK MAGIC?
...BUT WE SELL THIS
29Saturday, May 11, 13
CAN YOU SPEAK MAGIC?
WHAT SHOULD WE BUILD?
30Saturday, May 11, 13
CAN YOU SPEAK MAGIC?
WHAT SHOULD WE BUILD?
31Saturday, May 11, 13
CAN YOU SPEAK MAGIC?
WHAT SHOULD WE BUILD?•Automate Medical Claims
31Saturday, May 11, 13
CAN YOU SPEAK MAGIC?
WHAT SHOULD WE BUILD?•Automate Medical Claims•Secure Caller Authentication
31Saturday, May 11, 13
CAN YOU SPEAK MAGIC?
WHAT SHOULD WE BUILD?•Automate Medical Claims•Secure Caller Authentication•Reuse primary auth via website
31Saturday, May 11, 13
CAN YOU SPEAK MAGIC?
WHAT SHOULD WE BUILD?•Automate Medical Claims•Secure Caller Authentication•Reuse primary auth via website•Verify with voice biometrics
31Saturday, May 11, 13
CAN YOU SPEAK MAGIC?
WHAT SHOULD WE BUILD?•Automate Medical Claims•Secure Caller Authentication•Reuse primary auth via website•Verify with voice biometrics•Cross-check against caller location
31Saturday, May 11, 13
CAN YOU SPEAK MAGIC?
WHAT SHOULD WE BUILD?•Automate Medical Claims•Secure Caller Authentication•Reuse primary auth via website•Verify with voice biometrics•Cross-check against caller location•Call recording/transcription
31Saturday, May 11, 13
CAN YOU SPEAK MAGIC?
WHAT SHOULD WE BUILD?•Automate Medical Claims•Secure Caller Authentication•Reuse primary auth via website•Verify with voice biometrics•Cross-check against caller location•Call recording/transcription•Medical advice given to patient automatically added to patient file
31Saturday, May 11, 13
CAN YOU SPEAK MAGIC?
WHAT SHOULD WE BUILD?•Automate Medical Claims•Secure Caller Authentication•Reuse primary auth via website•Verify with voice biometrics•Cross-check against caller location•Call recording/transcription•Medical advice given to patient automatically added to patient file•Auditing/Service Quality Assurance
31Saturday, May 11, 13
CAN YOU SPEAK MAGIC?
WHAT SHOULD WE BUILD?
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The key to ROI in these markets is identifying commonalities, like Tessitura, and building solutions that integrate with existing, widely deployed packages
CAN YOU SPEAK MAGIC?
WHAT SHOULD WE BUILD?•Arts Management
32Saturday, May 11, 13
The key to ROI in these markets is identifying commonalities, like Tessitura, and building solutions that integrate with existing, widely deployed packages
CAN YOU SPEAK MAGIC?
WHAT SHOULD WE BUILD?•Arts Management•Enable perfect memory
32Saturday, May 11, 13
The key to ROI in these markets is identifying commonalities, like Tessitura, and building solutions that integrate with existing, widely deployed packages
CAN YOU SPEAK MAGIC?
WHAT SHOULD WE BUILD?•Arts Management•Enable perfect memory•Anticipate caller’s needs
32Saturday, May 11, 13
The key to ROI in these markets is identifying commonalities, like Tessitura, and building solutions that integrate with existing, widely deployed packages
CAN YOU SPEAK MAGIC?
WHAT SHOULD WE BUILD?•Arts Management•Enable perfect memory•Anticipate caller’s needs•Concierge receives callerinfo via Instant Message:Caller Photo, Last Ticket Purchase, Seating Preference, Lifetime Donation Amount
32Saturday, May 11, 13
The key to ROI in these markets is identifying commonalities, like Tessitura, and building solutions that integrate with existing, widely deployed packages
CAN YOU SPEAK MAGIC?
WHAT SHOULD WE BUILD?•Arts Management•Enable perfect memory•Anticipate caller’s needs•Concierge receives callerinfo via Instant Message:Caller Photo, Last Ticket Purchase, Seating Preference, Lifetime Donation Amount•Click-to-Call options for purchasing tickets integrated with popular backend software
32Saturday, May 11, 13
The key to ROI in these markets is identifying commonalities, like Tessitura, and building solutions that integrate with existing, widely deployed packages
CAN YOU SPEAK MAGIC?
WHAT SHOULD WE BUILD?•Arts Management•Enable perfect memory•Anticipate caller’s needs•Concierge receives callerinfo via Instant Message:Caller Photo, Last Ticket Purchase, Seating Preference, Lifetime Donation Amount•Click-to-Call options for purchasing tickets integrated with popular backend software•Automate weather contingency notification
32Saturday, May 11, 13
The key to ROI in these markets is identifying commonalities, like Tessitura, and building solutions that integrate with existing, widely deployed packages
CAN YOU SPEAK MAGIC?
CASE STUDY
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CAN YOU SPEAK MAGIC?
CASE STUDY
•Commoditized Market: Home Remodeling
33Saturday, May 11, 13
CAN YOU SPEAK MAGIC?
CASE STUDY
•Commoditized Market: Home Remodeling•No players in market with more than a single-digit share
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CAN YOU SPEAK MAGIC?
CASE STUDY
•Commoditized Market: Home Remodeling•No players in market with more than a single-digit share•Industry reputation for low quality, poor service, unhappy customers
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CAN YOU SPEAK MAGIC?
CASE STUDY
34Saturday, May 11, 13
Professionalized the industryClick-to-call small feature to implement, BIG impact on productivityAll calls recorded for training
CAN YOU SPEAK MAGIC?
CASE STUDY•Built 100% customERP package
34Saturday, May 11, 13
Professionalized the industryClick-to-call small feature to implement, BIG impact on productivityAll calls recorded for training
CAN YOU SPEAK MAGIC?
CASE STUDY•Built 100% customERP package•Automates processes for sales, financing, product installation, ongoing customer service
34Saturday, May 11, 13
Professionalized the industryClick-to-call small feature to implement, BIG impact on productivityAll calls recorded for training
CAN YOU SPEAK MAGIC?
CASE STUDY•Built 100% customERP package•Automates processes for sales, financing, product installation, ongoing customer service•Call center automation
34Saturday, May 11, 13
Professionalized the industryClick-to-call small feature to implement, BIG impact on productivityAll calls recorded for training
CAN YOU SPEAK MAGIC?
CASE STUDY•Built 100% customERP package•Automates processes for sales, financing, product installation, ongoing customer service•Call center automation•Confirm appointments with consumer
34Saturday, May 11, 13
Professionalized the industryClick-to-call small feature to implement, BIG impact on productivityAll calls recorded for training
CAN YOU SPEAK MAGIC?
CASE STUDY•Built 100% customERP package•Automates processes for sales, financing, product installation, ongoing customer service•Call center automation•Confirm appointments with consumer•Match qualified reps with leads
34Saturday, May 11, 13
Professionalized the industryClick-to-call small feature to implement, BIG impact on productivityAll calls recorded for training
CAN YOU SPEAK MAGIC?
CASE STUDY•Built 100% customERP package•Automates processes for sales, financing, product installation, ongoing customer service•Call center automation•Confirm appointments with consumer•Match qualified reps with leads•Click-to-call for agents
34Saturday, May 11, 13
Professionalized the industryClick-to-call small feature to implement, BIG impact on productivityAll calls recorded for training
CAN YOU SPEAK MAGIC?
CASE STUDY
35Saturday, May 11, 13
CAN YOU SPEAK MAGIC?
CASE STUDY•$172MM in 2012
35Saturday, May 11, 13
CAN YOU SPEAK MAGIC?
CASE STUDY•$172MM in 2012•Est. $365 in 2013
35Saturday, May 11, 13
CAN YOU SPEAK MAGIC?
CASE STUDY•$172MM in 2012•Est. $365 in 2013•New offices around the country
35Saturday, May 11, 13
CAN YOU SPEAK MAGIC?
CASE STUDY•$172MM in 2012•Est. $365 in 2013•New offices around the country
35Saturday, May 11, 13
CAN YOU SPEAK MAGIC?
CASE STUDY•$172MM in 2012•Est. $365 in 2013•New offices around the country
35Saturday, May 11, 13
CAN YOU SPEAK MAGIC?
WE HAVE THE BEST TOYS TOOLS
36Saturday, May 11, 13
VoIP Minutes and Cloud PBX are solved problems. Let’s solve new problems
CAN YOU SPEAK MAGIC?
37
adhearsion.com@Adhearsion
http://mojolingo.com@MojoLingo
@bklangbklang@mojolingo.com
Saturday, May 11, 13
CAN YOU SPEAK MAGIC?
37
adhearsion.com@Adhearsion
http://mojolingo.com@MojoLingo
@bklangbklang@mojolingo.com
Saturday, May 11, 13