3. ICTUS STRATEGIC
MARKETING
For a long time, I thought the only thing I was built to do was teach and play music. Then I fell into a marketing position for a non-
profit ministry that took me to three different continents and an MBA degree. I’ve been hooked on marketing ever since. After
working within companies and not-for-profit organizations for nearly a decade, I decided to start my own firm. I wanted to work
with more clients and a greater variety of marketing challenges. If you’re reading this guide, I started Ictus for people like you.
My experience in teaching has greatly influenced my perspective on marketing. Companies that are focused on teaching people
new things about themselves or their industry are ahead of the marketing game. People no longer wait for information to come to
them. They go and get it. And the companies that build websites that teach, provide insights, or otherwise make themselves useful
are going to win the trust and purchase decisions of their market.
Thanks for downloading this guide. I hope it helps you think about your website differently. If you have questions or if you think I
might be able to help you in any way, please don’t hesitate to contact me. I want to help.
– Mark Leonard, Principal
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4. How to Use This Guide
Strategic Elements
Visual Elements
Content Elements
Functional Elements
User Interface Elements
Search Engine Optimization
Website Assessment Scorecard
CONTENT
5
6
7
9
11
13
15
17
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5. I wrote this guide for business owners and executives who
know they should be thinking strategically about their web-
site, but have never taken the time to dig into the question,
what makes a website effective?
My purpose is to be helpful, to give you value. Delivering val-
ue is a core principle at Ictus Strategic Marketing. It’s the rea-
son I started the business. It’s why I want to work with clients.
If you’re not delivering value to your target customer, you’re
not really marketing anything. Your website has everything
to do with delivering value to your customer and therefore, it
should be a big part of your strategic marketing plan.
If your company has a website that needs an update, but
you don’t know where to begin, this guide is for you. If you’re
starting a new company and you’d like to build a website, but
you don’t know how to think about what makes a website
effective, this guide is for you. Reading through this docu-
ment will help you understand what is important in modern
website development. It will also help you communicate your
needs to the web designer and developer that you hire to
build your site.
Evaluating Your Website: An Executive’s Guide takes you through
six primary elements to consider when evaluating your web-
site. Each primary element is broken down into smaller sub-
elements that will help clarify how to use a website as the
homebase in your online presence, and speak the same lan-
guage as your web development team.
Once you understand these six elements, use the scorecard
at the end of this document as an evaluation tool to evaluate
your company website.
If you have questions after reading these pages and thinking
through the current state of your website, call me. I’m here to
help. And if you’re wondering if you should hire Ictus Strate-
gic Marketing to help you align your website with your busi-
ness objectives – the answer is yes, you should.
ICTUS MARKETING
PRINCIPLE:
DELIVER VALUE
Marketing is more than interrupting
your target market with messages. If
you’re not delivering value, you’re not
really marketing anything.
HOW TO USE THIS GUIDE
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6. Strategic
Elements
LEAN YOUR LADDER AGAINST THE RIGHT WALL
Clarity of Purpose
Your website should be purposeful. You should know why
you need it, who it is for, and how you would like to use it to
help meet your business objectives. There should be perfor-
mance metrics that you are tracking against your website’s
goals. This is the first and most critical step in designing an
effective website. Do you know the answers to these ques-
tions?
• Which business objectives is your website meant to affect?
• For whom is your website built?
• What value does your website deliver to your target market?
Tracking
There are a lot of tools to track basic website performance.
Use one of them, but make sure you are tracking metrics that
are relevant to your business’s goals. Do you have a set of
performance metrics that you are tracking?
Performance Against Objectives
You’re in business to help people (I hope) and make money (I
would guess). Why take the time and spend the resources to
build a website if it doesn’t directly affect what you’re trying
to do in your business? Your website is basecamp for your
online presence. Every other online channel – social media,
PR, email – should lead people back to basecamp. All roads
should lead to your website. Why? Because that is where you
can tell your story and deliver the most value to your target
market.
Do you know how your website is currently performing
against the goals and purpose that you set for it?
CAMPAIGN WEBSITES
Campaign websites are built with a laser focus on purpose
and reaching objectives. They are built to engage people
in their campaign, collect email addresses, collect dona-
tions, and clarify their political platform. There’s too much
at stake for politicians to create a fuzzy, indistinct website.
Business executive should strive for this type of clarity.
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7. A website’s appearance is often what most people (includ-
ing most executives) focus on when evaluating a website. You
are not wrong to think about the appearance of your website.
It should be appealing and easy to look at. The mistake is to
fail to think through how the visual elements of your website
tell your brand’s story consistently and effectively.
The visual elements of your site should be strategically fo-
cused on consistently communicating your Brand Vision.
Your Brand Vision is how you would like your customers to
think about your company. A strong brand is an asset that is
difficult for competitors to imitate, and thus provides a dura-
ble and sustainable advantage. A brand is more than a logo.
A brand is a place in the consumer’s mind full of associated
meanings that are triggered when they see your website,
your logo, or your company name.
Is there anything inherently “safe” about the Volvo logo? No,
but that’s what you think of when you see the Volvo logo.
What about Apple? What comes to mind when you see the
Apple logo – a fruit with a single bite out of its side? The an-
swer probably depends on how you already feel about the
Apple company. Are you an Apple Fan or an Apple Hater? The
brand’s meaning comes from your experience with the com-
pany and its products, not from the logo itself.
Colors
Colors should match the corporate color palette to support
brand recognition and recall. If you have purchased a stock
website template this issue will require some time and effort
to align with your company’s brand identity.
Visual
Elements
TELL YOUR BRAND’S STORY AND CREATE A DURABLE
STRATEGIC ADVANTAGE OVER THE COMPETITION
If you’re looking for a guide to help you be more strategic about your brand identity and how to make it a
stronger asset for your company, ask me to send you my Brand Development Guide. It’s a quick 7-question
document that will help you think about what your brand communicates to your target market.
Do you see a logo? No. But you probably know what brand this is.
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8. Typography
The fonts of the website should be con-
sistent throughout, and should be part
of your company’s corporate brand
identity. Avoid using more than two
typefaces.
Images
It’s not a matter of how many images
are on each page of your website. De-
pending on your industry and the story
you are trying to tell, your website may
be image heavy or image light. But all
websites should use images effectively
to meet the website’s strategic objec-
tives. Are you using images to tell your
brand’s story? Are the images blatant
stock images that communicate noth-
ging in particular? Would your target
audience see themselves in the images
on your site?
Video
When used well, video can be a dynam-
ic and engaging element in your web-
site. When used poorly, it can distract
from your site’s goals. Are the videos
on your website supporting other con-
tent, and are they relevant to what the
user is searching for or trying to learn?
Your Brand Vision is how you would like your customers to think
about your company. A strong brand is an asset that is difficult
for competitors to imitate, and thus provides a durable and
sustainable advantage.
Your Logo
is NOT your brand
Your logo is the visual mark that, over time, will
bring to mind all of the experiences (good or bad)
that customers have with your company. It will trig-
ger associations in your customer’s mind. It is only
part of developing an effective brand strategy.
FREEDOM
Harley Davidson wants you to believe that
when you ride their motorcyles, you will
feel free – free of rules, problems, respon-
sibilities. Every image, video, and color on
their website is selected to support this
brand message.
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9. Content
ElementsIT’S THE REASON PEOPLE COME TO YOUR WEBSITE,
DON’T DISAPPOINT THEM
Use your content wisely when you build your website. Too
many executives fail to be purposeful with the content they
use for their site. Instead they throw up some tired, old text
from the print brochure they made three years ago because
they know they have to have something – anything – up on
their site.
The content on your site should help your customers, tell
your brand story, teach people something they want to learn,
and deliver value. Don’t waste people’s time with content that
has no purpose.
Video
Video is important for today’s websites to be effective. Pe-
riod. Full stop. Are you using video to tell your brand story,
educate your audience, add value to your market? If you are,
great! It’s very likely helping people find your website through
search engines like Google, Bing, and Yahoo, too.
About Us Section
This is an important section of your website, because it is one
of the first places a person will look to learn about you and
decide whether you are the answer to their question. This
section should actually be more about your target audience
and their needs than about you. Does your about section give
insight into how you can help your customer segments? Have
you made it about them and their needs rather than about
you?
Copywriting
All of the copy on your website should be written by someone
who has a talent for communicating through writing. Most
likely, all of your leads and most of your customers will go
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10. SIT OR SQUAT
Charmin will tell you where to find the
nearest public restroom
Charmin, the ones who make toilet paper, provides an
excellent example of youtility. They created a mobile
app that will locate the nearest public restroom with
information on whether it is “sit-worthy” or “squat-wor-
thy”. Now that’s useful marketing.
to your website and read a portion of it. Based on what they
read, they will form an impression of your qualifications to
help solve their problem. Your website is an important piece
of writing for your business. The writing should be free of
typos and mistakes in grammar. It should be as concise as
necessary, and above all, it must communicate effectively. No
fluff!
Relevancy
One of the fastest ways to convince website visitors that your
company is not the solution they are looking for is to serve
them irrelevant content. Think of how hard you’ve worked to
lead people to your site only to disappoint them with stuff
they care nothing about.
If you’re like most businesses, you’re not a one-trick pony.
You sell different things to different types of customers. So
think about how you can build content into your site that
speaks to your various customer segments.
Think about why each customer segment is coming to your
website. A car dealership will have people coming to the web-
site to shop for cars. But other people will come to the site
to learn about regular maintenance and repairs that can be
done at the dealership. Still others may come to the site be-
cause they want to know what kind of financing is available
for them. A wise dealership owner will make sure there is
relevant content for each type of visitor.
Freshness
This is an easy element for companies to evaluate, and there-
fore, it’s one of the easiest elements to criticize. But remem-
ber, your site is built for your target audience, not for you.
Evaluate your site’s freshness from their perspective, not
yours.
For example, maybe some of the images on your site are 18
months old and they feature employees who are no longer
with the company. Will your target audience know or care?
There’s no real need to devote resources to updating those
images. However, if the information on the site has changed,
or if the images appear dated and irrelevant, then it’s time
to freshen things up. Key questions: Is your site promoting
events that have passed? Does it have a “What’s New” page
with content older than three months? Does your site look
like it was designed more than four years ago? Is it mobile
responsive?
Youtility
Youtility is a marketing book written by Jay Baer. I’m steal-
ing this concept from him. In essence, Baer argues that good
marketing is useful. He writes, “What if instead of trying to be
amazing, you just focused on being useful?”
Have you built a website that you believe will be useful to your
market? If not, then you’re just like everyone else, and that’s
exactly where you don’t want to be. Be different. Help people –
for free. That’s how you’ll emerge from the middle of the pack.
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11. Functional
Elements
NOT JUST A PRETTY FACE: MAKE YOUR
SITE WORK FOR YOU
You don’t hire people to stand around your office and look
pretty. Nor should you build a website that doesn’t work for
you. Of course your site’s purpose includes brand strength-
ening, market positioning, and education; but it should also
do some heavy lifting.
Your website should collect data and give you information
about who your next customer might be. It should sell some-
thing for you, make transactions, or qualify leads. Your web-
site is part of your sales team, and it’s time to expect it to
perform that way.
So as you evaluate your website, ask yourself how many leads
the site has collected for you in the last month? Is it giving you
information that allows you to act on potential new business?
If you’re not satisfied with your site’s sales performance,
there are some basic tools to consider adjusting – lead hooks,
calls to action, and forms. Do you have them? Are they work-
ing properly? Can they be improved?
Lead Hooks
Lead hooks are incentives for users to engage with you in ex-
change for their contact information. Downloadable papers,
guides (like this one), slideshows, and e-books are common
examples. Depending on your business, you may also want
to offer personal consults, a physical gift, product samples,
or a purchase discount. It should go without saying that YOU
MUST HAVE CONTENT WORTH GETTING. So start there.
Do you have effective ways to incent your target audience to
take another step toward your company? Are you measuring
the performance of those incentives?
Calls to Action
Does every page have a call to action? It should. Every area
of your website should invite users to engage a little further
with your company. They should be invited to dig deeper
into the site, share something with their network, download
something for free, read more about a topic, subscribe, or
pick up their phone and call someone from your company to
talk about their issue 1-on-1.
It is a mistake to believe that the only action worth asking
for is a purchase action. This is not true, and operating un-
der this mindset will hurt you in the long run. Instead, use
a framework called, See-Think-Do introduced by marketer,
Avinash Kaushik.
The See-Think-Do framework segments your website visitors
into three different consideration stages:
• See Stage – This person is browsing. They are not looking
for anything in particular, and they are just bumping into
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12. Modative Architects
This architecture firm in Los Angeles uses HubSpot, a paid online marketing tool, to deliv-
er free downloadable resources to website visitors. According to Hubspot, the company
has nearly tripled its site traffic and dramatically increased the number of leads they get
from their website.
Their formula: Create content people want, package it in digital form (lead hook), create
forms to capture information, and ask people to take action on every page of their site.
products and/or services that look interesting to them.
• Think Stage – This person is at the point where they are
thinking about getting the thing that you sell. In other
words, they are researching, collecting information from
various sources, and beginning to evaluate options.
• Do Stage – This person is ready to buy. They know what
they want. It’s time for a transaction.
When you look at each area of your website, are there calls
to action for each of the three consideration stages? To dig
into this framework more deeply, please read Avinash
Kaushik’s original post.
Asking people to take another step is an important function
of your website. You should be think-
ing about how every square inch of
it encourages people to take action
whether it’s to click on another link,
subscribe to a newsletter, or add
something to a cart.
Forms
If you’ve created a website that is
more than just a brochure on the
internet, then you will likely use a
few forms. We’ve all filled out online
forms to subscribe to something, get something free, or com-
plete a purchase.
You should be using forms as a way to capture information
about the visitors who are most interested in what you have
to offer. How do you know they are interested? Because
they’re willing to take the time to fill out a form to get some-
thing from you.
Do the forms on your site work? Do they pass the collected
information to the appropriate database or email address?
Are they easy to use and as brief as possible? Will they work
well on any device?
Content Worth
Getting
Help People
Lead Hooks
e-books, consults,
guides
Call to Action
Subscribe, Share,
Follow, Buy
Information
Exchange
Forms
Unlock Your
Lead Generation
Machine
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13. There are some websites that are just frustrating to deal with.
It’s difficult to find things, or it’s difficult to get back to where
you were just a couple of clicks ago. Or you notice that the
site just looks wrong – images are cut off or they’re on top of
the text that you’re trying to read. If you’re on one of those
frustrating websites, you’re probably not going to stay long.
These are problems that most executives are not equipped
to solve. Nevertheless, every executive should be ready to
recognize them and find someone who is capable of solving
them. If you don’t, you are losing leads and customers with-
out even knowing it.
Mobile Optimization
The verdict is in and mobile is here to stay. Your target mar-
ket uses their cell phone or tablet to access the internet. I
guarantee it.
Your site must be optimized to look good, function properly,
and be easy to use on any device. Not long ago, companies
would have to create two websites – one for traditional desk-
top computers, and a second for the small screens on mobile
phones. This is quickly going out of style, however. For most
companies, a single website that has been made to be mobile
responsive is the right choice.
A mobile responsive website adjusts according to the di-
mensions of the screen it detects. It’s like squeezing a bag of
marbles. The marbles slide around each other to find a new
space as the shape of the bag changes. On a mobile respon-
sive site, the layout of the content adjusts and rearranges it-
self automatically depending on the screen’s size.
In addition to giving people a good website experience on
their phone, now is the time to consider whether you might
be able to help your target market with a mobile app. In some
industries, consumers prefer to interact with a company
through an app on their phone rather than a full website.
Do you have a mobile responsive website? Do you have one
or more functional apps for your company? As far as prepar-
ing for an internet on any device, yesterday was on time; to-
morrow is too late.
It’s one thing to lose a sale and know exactly why. But it’s deadly to lose sales without even knowing it. The
experience that people have with your website can make or break your chance at converting them into a
customer. Take the time to evaluate how easy it is for your typical customers to use your website.
User Interface
Elements
MAKE IT EASY FOR VISITORS TO INTERACT WITH
YOUR COMPANY THROUGH YOUR WEBSITE
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14. Navigation
Getting around on your website should be easy and intuitive.
Each page of content should lead to further pages of interest
logically. Whether you have a large website with hundreds of
pages or a small site with a couple dozen pages, the naviga-
tion should progress naturally.
Breadcrumbs
Breadcrumb links help people understand where they are in
the site’s navigation map. They are an aid to people who find
themselves deep inside a website. The breadcrumbs help
them return to a higher level in the site hierarchy.
This can reduce the number of steps it takes for a person to
get to a previous page or section of the site, which may im-
prove the user’s experience and encourage them to dig into
more content.
There is some debate over whether breadcrumbs are still
necessary or stylish. There are other ways to help people find
their way back to previous sections of a complex site. In the
end the priniciple is to make it easy on your website visitors.
Browser Rendering
Every website, underneath its hood, is simply a set of in-
structions to the browser (Internet Explorer, Firefox, Safari,
etc.). The instructions tell the browser how it should display
the content. And every browser reads those instructions a
little differently. So it’s important to check that your site is
displayed properly on all of the popular browsers. Have you
looked at your website on 2-4 different web browsers? Do
they look good and function correctly on all of them?
This represents a 35% year-over-year
growth of tablet owners in the U.S. This
trend shows no sign of slowing down.
With the majority of Americans using
their phone to go online, every business
website must be mobile optimized.
Specifically, this is the number of U.S. cell
phone owners who use their phone to de-
cide whether to visit a business.
39%
Americans who own a
tablet in 2014
63%
U.S. cell owners who use
phone for web access
70%
Use phone to get info on
a specific business
More than 6 in 10 Ameri-
cans Own a Smartphone
According to Edison Research, 61% of Americans 12+ now own a
smartphone—up from 53% in 2013 and 44% in 2012. “For Millions of
Americans, the smartphone has become the first screen.”
– Tom Webster, Edison Research
Source: Pew Research Internet Project, Mobile Technology Fact Sheet
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15. Search Engine
Optimization
People find websites by using search engines. So it’s impor-
tant to build a website with awareness of the principals on
which the search engines operate. Notice that I did not say
that websites should be built for search engines. Websites
should be built for people. People make customers, not
search engines.
Search Engine Optimiation (SEO) is an elusive animal to hunt
with any long-term consistency. Why? Because the major
player, Google, is continuously re-jiggering its algorithms.
Google makes rules that SEO experts start to follow and then
Google changes the rules. This happens almost weekly.
In addition, the whole idea of a search engine is becoming
more and more complex. When asked to name three search
engines, most of us will list Google, Yahoo, and Bing as the
first to come to mind. But there are lots of other “search en-
gines” that are used by millions of people every day.
Youtube, iTunes, Yelp, and even Siri on your iphone – these
are all engines that help us search for information online.
Once you start thinking about all of the ways in which we look
around for information on the web, you begin to see the SEO
game as one that cannot be won easily or with any degree of
long-term certainty.
For this reason, I recommend that businesses create great
websites that help people in their target market solve prob-
lems. This is, by far, the most sustainable way to get the
search engines to like you.
That said, there are some best practice standards to be aware
of when you are evaluating your website’s SEO strength.
When done correctly, these elements will simply help search
engines understand what your site is all about so that it can
do its job – help people who are searching for specific infor-
mation (maybe your information) on the web.
Never buy into any tactic that is meant to trick search engines
into ranking your site higher. It won’t work. There are armies
of really smart engineers whose only job is to sniff out those
tricks and thwart them by changing the rules.
Headers & Subheaders
One of the elements that most search engines are looking for
on a site is the text of headers and sub-headers. If used prop-
erly, headers and sub-headers summarize and organize the
content on a webpage. Therefore, search engines use head-
BE AWARE OF, BUT NOT A SLAVE TO THE
RULES OF SEO
Don’t buy into any tactic that is meant to trick search engines into ranking your site higher. It won’t work. There
are armies of really smart engineers whose only job is to sniff out those tricks and thwart them by changing the
rules. Create a website that helps people. The search engines will reward you for it.
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16. Google Algorithm
Changes
Google changes its search algorithm 500-600 times
every year. You can find a chronological list of all of
Google’s updates beginning in 2000 at MOZ.com.
Keep up with the latest updates in search news
from the resources on the left.
ers and subheaders to figure out what the page is all about.
Is your site using headers and sub-headers to call out or or-
ganize important information? Is it using the proper coding
elements – h1, h2, h3 to do so?
Sitemap.xml File
A sitemap is a file that lists all of the pages on your website
and shows how they’re organized. Google and other search
engines may read the sitemap file to better understand your
website, which may help your site rank better in the search
results. Google recommends sitemaps for websites that are
new or very large.
Use of Schema
Some of the big search engine companies got together to cre-
ate a standardized way to include information about websites
that their robots can understand. They call this information
Schema. It’s data that you don’t see on the front of a website,
but it’s there – hiding and waiting for a search engine spider
to come across it. It’s like a dog whistle for search engines.
Schema is not a silver bullet for page one ranking on search
results (there is no such silver bullet, by the way), but it can
help in the long run. Think of it as a best practice in website
building. Does your site have Schema data under its hood?
Performance Optimization
A highly optimized website runs smoothly and quickly. The
pages and images load quickly and are cached whenever pos-
sible. Search engines like sites that are optimized for speed.
How would you grade the speed of your website?
Keywords
Search engines look for keywords on each page and each ar-
ticle of content you post on your website. There is a lot of dis-
cussion regarding how much weight Google and other search
engines give to keywords these days, but there is no doubt
that using appropriate keywords for your content is a best
practice in website maintenance. Are you taking the time to
add keywords to your content?
URL Structure
Are your page urls logical and readable? Were they created
for humans to read? Search engines smile on urls with real
words and simple structures, while they frown on urls with
a mess of symbols that don’t make sense to a real person.
Meta Titles & Descriptions
Like keywords, meta titles and descriptions are types of in-
formation that search engines use to understand what your
website or webpage is all about. It takes a little effort, but
taking the time to write descriptions and meta titles for each
page of your website is a best practice. This information may
not have an immediate or direct impact on your site’s rank-
ing, but it is probably the information that will display on a
search results page when it is found, so it is wise to put some
thought into writing these descriptions.
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17. WEBSITE ASSESSMENT SCORECARD
Print This Page
Using a scale of 1-10, rate each element of your website. If you don’t know, circle the 1. Refer to the previous pages to clarify ex-
actly what you’re evaluating for each element. If the element is more of a yes or no answer (eg. does your site use breadcrumbs?
yes/no), circle the 1 for “no” and the 10 for “yes”.
Graph your category averages on the next page.
Strategic
Elements
Rating (Circle One)
Very Poor Very Good
Clarity of Purpose 1 2 3 4 5 6 7 8 9 10
Tracking 1 2 3 4 5 6 7 8 9 10
Performance
Against Objectives
1 2 3 4 5 6 7 8 9 10
Average:
Visual
Elements
Rating (Circle One)
Very Poor Very Good
Colors 1 2 3 4 5 6 7 8 9 10
Typography 1 2 3 4 5 6 7 8 9 10
Images 1 2 3 4 5 6 7 8 9 10
Video 1 2 3 4 5 6 7 8 9 10
Average:
Content
Elements
Rating (Circle One)
Very Poor Very Good
Video 1 2 3 4 5 6 7 8 9 10
About Us Section 1 2 3 4 5 6 7 8 9 10
Copy Writing 1 2 3 4 5 6 7 8 9 10
Relevancy/Youtility 1 2 3 4 5 6 7 8 9 10
Freshness 1 2 3 4 5 6 7 8 9 10
Average:
Functional
Elements
Rating (Circle One)
Very Poor Very Good
Forms 1 2 3 4 5 6 7 8 9 10
Calls to Action 1 2 3 4 5 6 7 8 9 10
Lead Hooks 1 2 3 4 5 6 7 8 9 10
Average:
www.ictusmarketing.com n mark@ictusmarketing.com n phone: 909 583 3045 17
19. THANKS
I hope reading this guide was helpful. Writing it helped me clarify my thoughts on corporate websites as part of a company’s mar-
keting mix. Thank you very much for taking time to read this guide. If you have any feedback or suggestions for improvement, I
would love to hear from you.
Please send an email to mark@ictusmarketing.com or give me a call at 909.583.3045 and tell me what you think.
If you listen to podcasts, please consider adding the Ictus Marketing Podcast to your play list. I have a blast doing the podcast. It’s
about business, marketing, entrepreneurship and anything else that interests me. If you have a suggestion for a topic or podcast
guest, I want to hear about it. I’m always up for interviewing new and interesting people on my show.
Finally, if you’d like to connect with me on Twitter, my handle is @mark_leonard. I’m also on Linked-In, but I usually connect only
with people that I’ve met in person already. Perhaps that’s a good excuse for us to grab coffee sometime.
Thanks again for supporting what I’m trying to do with Ictus Strategic Marketing. I hope to hear from you soon.
– Mark Leonard, Principal
www.ictusmarketing.com n mark@ictusmarketing.com n phone: 909 583 3045 19
