Financial Services for Small Businesses in the U.S.

• Introduction and Definition of Small Business
• Definitions of Small Business
• Study Scope
• Report Methodology
• The Market
  • Twenty Six Million Small Businesses
  • Table 1-1 Small Businesses in the United States, 1992-2005 Assets and Revenues
  • Table 1-2 U.S. Small Business Receipts, 1997 and 2002 ($ billion)
  • Segmenting Small Businesses: Ownership Characteristics
  • Women-owned Businesses
  • Minority- and Immigrant-Owned Businesses
  • Small Business by Vertical
  • Small Business Buying Power: $5 Trillion and Growing
  • Financial Products and Services: a $270-to-$350 Billion Plus Market
  • $601 billion in Small Business Loans
  • Big Banks versus Small
  • Sizing the Market for Financial Services
  • Card Payment Industry Eyes Vast Market Opportunity: Plasticizing Small Business Spending
  • Over 70% of Small Businesses Using Credit Cards Carry a Balance
  • Financial Management Services Used by Small Businesses
  • Pension and Profit Sharing
  • International Small Business Market for Financial Services
  
  
• The Small Business Owner: Demographics, Viewpoints and Buying Habits
  • Small Business Owners: Involvement, Function and Work Habits
  • Table 1-3 Is the Business the Owner’s Primary Source of Income?
  • The Many Hats of Small Business Owners
  • Small Business Owners’ Concerns
  • The Struggle for Adequate Financing Getting Tougher for Small Business Owners
  • Buying and Selecting Financial Services
  • Small Business Owners are Deeply Involved in Purchasing Decisions
  • Small Business Use of Financial Products and Services
  • Figure 1-1 Financial Products Used by Small Businesses, 1998 vs. 2003
  • Small Business Owners Flock to Online Banking
  • Segmenting Small Business Owners
  • Minority Business Owners and Financial Services
  • Women-Owned Businesses: Numbers Proliferate, but Firms Get Smaller
  • The Looming Boomer Churn
  • Table 1-4 Business Ownership, by Age, 2002
  • Gen Y Entrepreneurs: Different Motivations, [Somewhat] Different Needs
  • What the Simmons Data Reveal About Card Companies and Big
  • Banks Success with Small Business Owners and Execs
  • Small Business Most Likely to Use an AmEx Card
  • Table 1-5 Credit Cards Owned or Used by SBOEs
  
  
• Government and Small Business Finance
  • Small Business Administration Loan Guarantees and Other SBA
  • Financial Products and Service.
  • SBA Loan Programs
  • SBA Rating Lender Risk
  • Export Import Bank Small Business Programs
  
  
• The Competitive Arena
  • Credit Card Companies
  • American Express OPEN® for Small Business for Two Decades
  • Product Set: Multiple Choices for Varied Small Business Needs
  • AmEx’s Bank Channel Strategy: Picky Picking Partners
  • MasterCard Worldwide: Data Mining for Areas of Opportunity
  • A Robust Energetic Market
  • Working with Bank Customers to Target Small Business
  • Visa: Meeting the Small Business Owner’s Rational and Emotional Needs
  • Three Pillars Driving Penetration into the Check Space
  • Program for Small Issuers, and Big Ones
  • Visa’s Signature Business
  • The Darwinian World of Small Business Banking
  • JP Morgan Chase
  • Defining and Segmenting Small Business
  • Chase’s Branch-based Strategy
  • Wells Fargo: Small Business is Big Business
  • Targeting Industry Verticals
  • Outreach Programs for Women- and Minority-owned Business
  • Advanta: Small Business All the Time
  • Commerce Bank Woos Small Business with a WOW Service Strategy
  • PNC
  • Community Banks: We Run Circles Around the Biggies
  • Credit Unions
  
  
• Overview of Other Financial Services Players
  • Marketing Initiatives and Emerging Products and Services
  • Products and Services Approaches and Initiatives
  • Small Business, Computers and Financial Services
  • Helping Small Businesses Manage Their Time and Finances
  • Remote Deposit
  • Managing Payroll from the Desktop
  • Small Business Credit Cards
  • Stretching the Small Business Owner’s Dollar
  • Wealth Management
  
  
• Advertising, Marketing and Channels
  • Direct Mail
  • Media Spending
  • Credit Card Companies Target Small Businesses Through a Wide Variety of Media
  • Event Marketing and Networking: Real and Virtual
  • Marketing via Small Business Research
  • Alternate Channels -- Experiential and Grass Roots Marketing
  
  
• Going Forward: Challenges and Opportunities
  • Challenges for Financial Institutions
  • Tectonic Shifts
  • Will the Credit Crunch Hit Small Business?
  • Wealth Management and Succession Planning: a Huge Opportunity
  • Succession Planning: A Big Change Coming
  • Who Gets to Help
  • Don’t Forget About Gen Y—They’re Different
  • The Fastest Growing Segment

Chapter 2-The Market

• About the Survey of Small Business Finances
• Table 2-1 Breakout of 2003 SSBF Sample by Size of Firm, 2003
• The U.S. Small Business Universe
• Twenty Six Million Small Businesses
• Table 2-2 Small Businesses in the United States, 1992-2005
• Firms versus Establishments; Employer versus Non-employer Firms
• Assets and Revenues
• Table 2-3 U.S. Small Business Receipts, 1997 and 2002 ($ billion)
• Employment
• Table 2-4 U.S. Small Business Employment and Payrolls, 2004
• Life Cycles
• Table 2-5 Births, Deaths and Bankruptcies of Employer Firms, 1992-2005
• Bankruptcies on the Rise Again: Sub-Prime Fall Out?
• Figure 2-1 Quarterly Business Bankruptcy Filings, Q1 and Q2, 2005-2007
• Segmenting Small Businesses: Ownership Characteristics
• Women-owned Businesses
• Figure 2-2 Business Ownership by Gender, 2002
• Minority- and Immigrant-Owned Businesses
• Table 2-6 Business Ownership by Hispanic or Latino Origin, and Race, 2002
• Small Business by Vertical
• Table 2-7 Employer Firm Establishments in the U.S., by Industry, 2002
• Table 2-8 Non-Employer Establishments in the U.S., by Industry, 2005
• Sizing the Market for Financial Services
• Small Business Buying Power: $5 Trillion and Growing
• Financial Products and Services: a $270-to-$350 Billion Plus Market
• Table 2-9 All Lines Commercial/Property Premiums for Enterprises with Fewer than 500 Employees, 2006
• Table 2-9[Cont.] All Lines Commercial/Property Premiums for Enterprises with Fewer than 500 Employees, 2006
• Figure 2-3 Small Business Banking Market Segments
• Figure 2-4 U.S. Small Business Financial Services, a $270 Billion Market, 2005
• Financial Services Used by Small Business
• Table 2-10 Financial Services Used by Small Businesses, by Size of Firm, 1998 and 2003 (%)
• Table 2-11 Financial Services Used by Small Businesses, by Industry (%)
• Table 2-12 Financial Services Used by Small Businesses, by Organization Form and Years Under Current Ownership (%)
• $601 billion in Small Business Loans
• Table 2-13 Business Loans, June 2003-June 2005, by Loan Size
• Small Businesses: Profitable Customers
• Big Banks versus Small
• Table 2-14 Share of Small Business Loans, Total Business Loans and Total Assets, by Asset Size of Lending Institution, 2003-2005 (%)
• Card Payment Industry Eyes Vast Market Opportunity: Plasticizing Small Business Spending
• Figure 2-5 Small Business Debit and Credit Card Spending vs. Total Small Business Spending on Goods and Services, 2006
• Over 70% of Small Businesses Using Credit Cards Carry a Balance
• Financial Management Services Used by Small Businesses
• Table 2-15 Financial Management Services Used by Small Businesses, by Size of Firm
• Table 2-15[Cont.] Financial Management Services Used by Small Businesses, by Size of Firm
• Table 2-16 Financial Management Services Used by Small Businesses, by Industry
• Pension and Profit Sharing
• Figure 2-6 Small Business Pension, Profit Sharing and Stock-ownership, 1997-2007
• Table 2-17 Small Business Contributions to Retirement Plans, 1998
• $27.4 billion in Small Business Contributions to Company-Sponsored Retirement Plans
• Figure 2-7 Small Business Contributions to Company-Sponsored Retirement Plans, 2002-2006
• Smallest Business: Highest Per Employee Contributions and Expenses
• Table 2-18 Per Company and Per Employee Cost of All Company-Sponsored, Retirement Plans, 1998
• Table 2-19 Per Company and Per Employee Cost of Company-Sponsored Defined Benefit Retirement Plans, 1998
• Table 2-20 Per Company and Per Employee Cost of Company-Sponsored,
• Defined Contribution Retirement Plans, 1998
• The Huge Potential of the Small Business 401(k) Market
• Table 2-21 Market Size Estimate of 401(k) Plan Potential
• Choosing Financial Services Suppliers
• Table 2-22 Types of Depository and Non-depository Institutions Supplying
• Financial Services and Financial Management Services to Small Businesses
• Depository Financial Institutions
• Table 2-23 Small Business Depository Institutions, 2003
• Non-depository Institutions
• Table 2-24 Small Businesses’ Use of Selected Non-depository Institutions, 2003
• Table 2-25 Small Business Use of Suppliers of Financial Services, by Selected Service, All Suppliers and Depository Institutions, 2003
• Table 2-26 Small Business Use of Selected Suppliers of Financial Services by Selected Service, Non- Depository Institutions, 2003
• International Small Business Market for Financial Services
• Table 2-27 Consumer, Small Business and Corporate Credit Card and Ticket Spending, 2006

Chapter 3-The Small Business Owner: Demographics, Viewpoints and Buying Habits

• About the Surveys of Small Business Finances and Small Business Owners
• Survey of Small Business Finances
• Table 3-1 Breakout of 2003 SSBF Sample, by Size of Firm (%)
• Economic Census, Survey of Small Business Owners
• About the Simmons Data
• One-fifth of Adults are either Self-employed or are Small Business Owners and Executives
• Table 3-2 Overview of Occupation Classifications: Self-employed or Management /Business & Financial Operations or Proprietor (SE-M/BFO/P)
• Index System
• Data Cover Decision Making, Providers, and Financial Products and Products Used by Proprietors or Executives of Small Businesses
• About the Kauffman Index: A Nation of Entrepreneurs
• Small Business Owners: Involvement, Function and Work Habits
• Table 3-3 Is the Business the Owner’s Primary Source of Income?
• 30 Percent of Small Business Owners work at Least 60 Hours Per Week
• Table 3-4 Average Number of Hours Spent Managing or Working in the Business and Business Interest, 2002
• Table 3-5 Hours Worked by Small Business Owners with Full-Time Businesses
• The Many Hats of Small Business Owners
• Table 3-6 Small Business Owners and Their Primary Function in the Business
• Small Business Owners’ Concerns
• Sources of Small Business Finance: 2002
• Figure 3-1 Sources of Small Business Finance, 1998 vs. 2003
• BusinessWeek Research Services and Capital One Survey Finds Savings Exceed Commercial Lending and Credit Cards as Source of Funds in 2007
• Figure 3-2 Typical Funding Sources, 2007
• The Struggle for Adequate Financing Getting Tougher for Small Business Owners
• Buying and Selecting Financial Services
• Small Business Owners are Deeply Involved in Purchasing Decisions
• Table 3-7 Personal Involvement in Business Purchasing Decisions during the Last 12 Months, by Amount
• Table 3-8 Business Owner or Executive Personally Involved in Business Purchase Decision, Last 12 Months
• Small Business Use of Financial Products and Services
• Figure 3-3 Financial Products Used by Small Businesses, 1998 vs. 2003
• Figure 3-4 Financial Management Services Used by Small Businesses, 1998 vs. 2003
• Small Business Owners’ and Executives’ Use of Bank Products and Services
• Table 3-9 Business Owners’ and Executives’ Use of Commercial Bank Services
• Table 3-10 Business Owners’ and Executives’ Use of Savings Bank and Credit Union Services
• How Small Business Proprietors and Executive Pay Their Bills
• Table 3-11 How Small Business Proprietors & Executives Pay Their Bills
• Small Business Owners Flock to Online Banking
• Figure 3-5 Small Business Owners’ Use of Computers and Financial Services, 1998 vs. 2003
• Segmenting Small Business Owners
• Minority and Immigrant Business Owners
• Figure 3-6 Racial and Ethnic Composition of the U.S. Population vs. Small
• Business, Ownership and Receipts (Excluding Publically Held Companies)
• Minority Business Owners and Financial Services
• Table 3-12 Financial Services Used by Small Businesses, by Race, Ethnicity or Gender, 2003
• Table 3-13 Financial Management Services Used by Small Businesses, by Race, Ethnicity or Gender, 2003
• Table 3-14 Non-Traditional Financial Management Services Used by Small Businesses, by Race or Ethnicity, 2003
• Immigrant Entrepreneurs
• Table 3-15 Immigrant Entrepreneurs: Foreign-born vs. Native-born Self-Employed Business Owners—Non Agricultural Industries1,2 (1994-2003)
• Women-Owned Businesses
• Numbers Proliferate, but Firms Get Smaller
• Figure 3-7 Women as Majority Owners, 1997 and 2006
• Figure 3-8 Sales of 51% Women-Owned Firms, 1997 and 2006
• Table 3-16 Top States for Women’s Majority-owned (51% or more) Businesses
• Relationships Important to Women when Selecting Financial Services
• Women Business Owners vs. Male Business Owners
• Gender and Use of Financial Services Table 3-17 Financial Services Used by Small Businesses, by Gender, 2003
• Table 3-18 Financial Management Services Used by Small Businesses, by Gender, 2003
• Table 3-19 Non-Traditional Financial Management Services Used by Small Businesses, by Gender, 2003
• Are Male and Female Entrepreneurs Really That Different?
• Educational Background
• Table 3-20 Business Ownership, by Educational Background, 2002
• Veteran Status
• Table 3-21 Veterans as Small Business Owners, 2002
• Age, Transition, Succession and Opportunity
• The Looming Boomer Churn
• Table 3-22 Business Ownership, by Age, 2002
• Gen Y Entrepreneurs: Different Motivations, [Somewhat] Different Needs
• What the Simmons Data Reveal About Card Companies and Big Banks Success with Small Business Owners and Execs
• Well Fargo Attracts SBOEs
• Table 3-23 Primary Bank Used by the Self-employed and by| Business Owners and Executives Use (12 Months Preceding October 2006)
• Small Business Most Likely to Use an AmEx Card
• Table 3-24 Credit Cards Owned or Used by SBOEs
• Table 3-25 American Express Owned or Used by SBOEs
• Table 3-26 MasterCards Owned or Used by SBOEs
• Table 3-27 Visa Credit Cards Owned or Used by SBOEs
• Table 3-28 Non-Bank Credit Cards Owned or Used by SBOEs
• SBOEs Make Some Use of Credit Monitoring Services
• Table 3-29 SBOEs’ Use of Credit Monitoring Services
• SEs and SBOEs Credit Card Payment Practices
• Table 3-30 The Portion of Credit Card Balance Small Business Proprietors Always Pay

Chapter 4- Government and Small Business Finance

• Small Business Administration Loan Guarantees and Other SBA Financial Products and Service.
• SBA Loan Programs
• ecent Performance—More Smaller Loans
• Figure 4-2 Value of SBA Loans (FY2002-2007)*
• Other SBA Programs
• Likely to Get More Expensive for Participating Banks
• SBA Rating Lender Risk
• Export Import Bank Small Business Programs
• The Internal Revenue Service Wants Small Businesses to Pay Taxes
• Electronically
• Legislation to Watch

Chapter 5: The Competitive Arena

• Credit Card Companies
• American Express OPEN® for Small Business for Two Decades
• Product Set: Multiple Choices for Varied Small Business Needs
• Expanding Beyond Cards
• Share of Wallet Tool
• AmEx’s Bank Channel Strategy: Picky Picking Partners
• AmEx Makes a Special Effort to Grow Women-owned Businesses
• Mentoring Small Business
• MasterCard Worldwide: Data Mining for Areas of Opportunity
• A Robust Energetic Market
• MasterCard Data Mining
• Working with Bank Customers to Target Small Business
• Small Business Debit Cards
• MasterCard’s Customizable Gift Card Initiative
• The PayPass Revelation
• MasterCard’s Small Business Center Strategy
• The MasterCard-Microsoft Connection and Other Partners
• MasterCard’s B-to-B Payment Processing Platform: Gateway to Plasticization
• MasterCard’s Differentiators: Data Warehouse and a Global Viewpoint
• Visa: Meeting the Small Business Owner’s Rational and Emotional Needs
• Three Pillars Driving Penetration into the Check Space
• Visa’s Core Strategy
• The small business owner has access to employee spending and can install employee limits
• Visa’s Small Business Team
• Program for Small Issuers, and Big Ones
• Visa’s Signature Business
• Merchant Partners for Small Business Savings
• Discover: Competing with Customer Service The Darwinian World of Small Business Banking
• Table 5-1 Small Business Lending (Originations), 1997-2006
• Table 5-2 Loans to Firms with Revenues of $1 Million or Less,1 1997-2006
• Table 5-3 Top 10 U.S. Bank Players by Small Business Loans
• It’s a Bank Eat Bank World
• Retail Banker International’s Segmentation Survey
• JP Morgan Chase
• Table 5-4 Chase Small Business Lending, 2004-2006
• Defining and Segmenting Small Business
• Chase’s Branch-based Strategy
• The Comp Plan Supports Business Development Goals
• Role of the Relationship Manager
• Coordination Comes from the Top
• Chase’s Small Business Card Differentiators
• Marketing Chase Small Business Cards
• Partner Criteria
• Wells Fargo: Small Business is Big Business
• Business Services Packages
• Targeting Industry Verticals
• Multi-Channel Distribution Strategy Makes a Cross Selling Champion
• Table 5-5 Avg. Daily Core Sales,1999-2006
• Decision Making
• Small Business Webcasts
• Outreach Programs for Women- and Minority-owned Business
• Table 5-6 Wells Fargo Diverse Business Services - Program to Date
• Advanta: Small Business All the Time
• Monoline Strategy
• Advanta’s Credit Card Formula: No Annual Fees + Low Interest + Rewards or Cash Back
• Direct Mail +Telemarketing + Internet
• Commerce Bank Woos Small Business with a “WOW” Service Strategy
• Table 5-7 Commerce’s Wow the Customer Model
• Developing a Small Business Lending Strategy
• Gaining Competitive Advantage through a Branch Strategy
• Figure 5-1 Commerce Store Growth
• SBA Loan Program
• PNC
• Small Business Strategies: Vertical, Multicultural and Holistic
• Cash Flow and Payments Strategy
• Customers Say No to a Health Insurance Product
• Trained to Serve the Small Business
• The Brand Supports Small Business
• Community Banks: We Run Circles Around the Biggies
• Wauchula State Bank: Building Long-Term Relationships
• Big Banks? We Just Kill Them With Service
• Segment or Niche Players
• Banking on Professionals
• Small Business Specialist
• Dogging Veterinarians’ Tracks
• Credit Unions
• Overview of Other Financial Services Players
  • GE Money-Small Business Solution
  • Table 5-8 GE Money’s Target Verticals
  • Fidelity Investments
  • Merrill Lynch to Team with Thrifts and Smaller Banks
  • ShareBuilder 401(k)
  • MetLife
  • AIG

Chapter 6: Marketing Initiatives and Emerging Products and Services

• Products and Services Approaches and Initiatives Small Business, Computers and Financial Services
• Figure 6-1 Use of Computers to Obtain Financial Services Among Small Businesses, 1998 vs. 2003
• Table 6-1 Use of Computers to Obtain Financial Services Among Small Business, By Size of Firm, 1998 vs. 2003
• A Raft of Services
• Table 6-2 Use of Computers to Obtain Financial Services Among Small Business, by Industry, 1998 vs. 2003
• Small Business Websites
• Intuit and Digital Insight
• Helping Small Businesses Manage Their Time and Finances
• Remote Deposit
• Card Processing Services
• Merchant Checking
• Managing Payroll from the Desktop
• Payments and Payrolls
• Is Chase Triple Pay a Triple Threat?
• Small Business Lending Approaches
• Community Development Small Business Loans
• Home Equity as Small Business Collateral
• Fees-Paid SBA Loans
• Small Business Credit Cards
• Chase-Visa Rebate Card, December 2007
• Chase, Office Depot and Visa Take a Worklife Twist
• CitiBusiness Cards Introduce a “Luxury” Feature: a Prescription Drug Discount Benefit
• New Discover Card for Small Business Makes Mileage Rewards More Accessible
• MasterCard’s New Payment Platform for High Spending Small Businesses
• TD Banknorth Says It’s “Flexible”
• Capturing Small Business’s B-to-B Spend
• Chase and Visa Aim at Construction Contractors with a New Card Construct
• AmEx OPEN Expects Plum Card to Produce Fruitful High Spend Accounts
• A Flight of New Small Business Airline Cards
• Barclays-Frontier Airlines Launch a B-card
• US Airways Launches Dividend Miles MasterCard
• Stretching the Small Business Owner’s Dollar
• AmEx OPEN Savings®
• MasterCard Tries to Make Savings “Easy”
• Loyalty Rewards and Discounts at an E-shopping Mall
• Focusing on Women
• AmEx Wants to Help Grow More Million Dollar Women-owned Businesses
• Key4Women Integrates Business Needs with Life Planning
• Retirement Products for Small Businesses
• ShareBuilder
• Scoring Small Business Risk
• Wealth Management
• Cross-industry Partners: Non-financial Service Companies Partner
• with Financial Services Companies
• Costco’s Partnerships with Small Business Financial Services Providers.
• Microsoft, FedEx, Bank of America and MasterCard Worldwide
• International Small Business Product Offerings
• United Kingdom: New Silverjet Loyalty Program for Businesses
• United Kingdom: B2B Platform Ltd., Launches Program for Independent Businesses
• Canada: Royal & SunAlliance offers AIR MILES to Small Business Customers
• Malaysia: CIMB Bank Offers Credit Card Designed for Accountants

Chapter 7-Advertising, Marketing and Channels

• Direct Mail
• Table 7-1 Small Business Credit Card Solicitations Mailed to US Households; 2003 vss 2007
• Acquisition the Major Thrust of Direct Mail Sent to Small Businesses
• Table 7-2 Direct Mail Trends in Credit Card Offers Sent to Small Businesses, by Purpose of Mailing, Q2-2006 to Q2-2007
• Table 7-3 Direct Mail Trends in Credit Card Offers Sent to Small Businesses, by Type of Card, Q2-2006 to Q2-2007
• Table 7-4 Direct Mail Trends in Insurance Offers Sent to Small Businesses, by Purpose of Mailing
• Insurance Companies Promote Health Insurance and P&C to Small Business
• Table 7-5 Direct Mail Trends in Insurance Offers Sent to Small Businesses, by Insurance Category
• Media Spending
• Credit Card Companies Target Small Businesses Through a Wide Variety of Media
• Table 7-6 Credit Card Company Media Spend on Cards Directed at Small Businesses (January-December 2006)
• Capital One the Top Bank Advertising Spender
• Table 7-7 Bank Media Spend on Small Businesses (January-December 2006)1
• More Banks Targeting Ads at Small Business.
• Table 7-8 Bank Media Spend on Small Businesses (2004- 2006) Chase, BofA Take to Radio
• New Media
• Direct Mail Still Works, But Internet Channel Gaining Ground
• Internet Advertising
• Event Marketing and Networking: Real and Virtual
• Live Networking Events Still Have Their Charms
• Sovereign Bank Teams with Women’s Business Organizations
• Visa and the NFIB
• Visa-Microsoft Small Business Summit Mixes Online and Live Event Networking
• Social Networking: From Portal to Resource Center to Network
• Visa’s Small Business Resource Center
• Wells Fargo’s Resource Center
• Bank of America Launches Small Business Networking Site
• Why do Small Business Owners Spend Time on Community Forums
• Marketing via Small Business Research
• Visa Insights into Small Business Spending and Payments Practices
• Capital One Tries a Triple Play: Small Business Confidence Index, plus
• Podcast, White Paper and “Forum”
• Alternate Channels -- Experiential and Grass Roots Marketing
• Camden National Bank Relies on Grass Roots Marketing, Referrals to Reach Small Businesses
• Individual Initiatives
• American Express Multipronged Plum Card Launch
• Capital One
• Chase: On Message Across Two Separate Business Lines
• MasterCard Catches Small Business Attention with Sweepstakes
• National City “Points” the Way to Small Business
• Nevada State’s Small Business Surprise
• PNC Bank: Leading the Way with a 2007 Advertising Blitz
• Table 7-9 Examples PNC’s TV and Radio Ads
• “Random Acts of Kindness” Help PNC Build Customer Loyalty
• Figure 7-1 Example of a PNC’ Print Ad
• Business Takes Visa
• Figure 7-2 Visa’s “Unbridled Optimism” Ad—the Kiosk
• Figure 7-3 Visa’s “Great Expectations”Ad—the Boutique
• Figure 7-4 Visa’s “Endless Possibilities” Ad—the Pool Man

Chapter 8: Going Forward: Challenges, Opportunities and Best Practices

• Challenges for Financial Institutions
• Tectonic Shifts
• Will the Credit Crunch Hit Small Business?
• The 504 Program
• Wealth Management and Succession Planning: a Huge Opportunity
• Table 8-1 Small Business Owners’ Wealth by Type (2008)
• Figure 8-1 Distribution of Small Business Owner Wealth by Range
• Succession Planning: A Big Change Coming
• Who Gets to Help
• Bank Opportunity
• Brokerage Opportunity
• Insurance Opportunity
• Don’t Forget About Gen Y—They’re Different
• The Fastest Growing Segment
• Best practices