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Theresa Quintanilla
Houston, TX
Founder at
Interests: CRM, customer relationship management, marketing, loyalty, innovation, business books, houston's image, blogging, new york, marketing trends
Recent Activity
The American Heritage Dictionary defines overreach as "to defeat oneself by going too far or by doing or trying to gain too much." Amazon would do better to outsource this service. LA Times: Amazon wants a key to your house. I did it, and I regret it, 2017-Dec-7 by Geoffrey... Continue reading
Reblogged 2 days ago at Steady CRM
I appreciate that the researchers at the Equality of Opportunity Project are sticking to the facts, but I can't help wishing they speculate a little about why children from low-income families don't become inventors. In order to risk innovation, people have to feel confident they can take risks without losing their way of life. We can find plenty of research on the stress of being poor. Vox: Groundbreaking empirical research shows where innovation really comes from, 2017-Dec-5 by Matthew Yglesias Rather than cutting taxes on financially successful adults, we ought to think about how to improve what Chetty calls our... Continue reading
Posted 6 days ago at QViews
Mentioned below are just a few of the innovations among Sephora's experiments in customer experience. When we see a company investing so much in us, in our education and well-being, it's hard not to become loyal. Retail Dive: 30 minutes with Sephora's head of marketing, 2017-Nov-29 by Cara Salpini Deborah... Continue reading
Posted 7 days ago at Steady CRM
Life in my thirties was miserable because I realized that I didn't understand what I need from life. A misguided professional therapist compounded the problem, and I wasted my best income-earning years. These days I just want to help people operate from their strengths and find what they need to sustain themselves. One of the ways to do this is to figure out where we want to invest our loyalty. We get to choose. An open letter to everyone who is concerned about the wage gap, 2017-Dec-2 by Penelope Trunk It happens that women choose to spend more time parenting... Continue reading
Reblogged Dec 4, 2017 at QViews
For Starbucks, the mobile app is key to customer retention. Competitors should look elsewhere for differentiation, or evolve a mobile app with different benefits. The Motley Fool: Starbucks Corporation Talks Digital Strategy, Guidance, and Food Sales, 2017-Nov-16 by Daniel Sparks Starbucks is regarded as the pioneer in mobile loyalty programs... Continue reading
Posted Dec 2, 2017 at Steady CRM
One of the coolest short books I've ever read about marketing is Michael Schrage's Who Do You Want Your Customers to Become? A recent blog post by Seth Godin (see below) got me thinking about it again. People in marketing and advertising profession are often seen as venal. (Thanks, Mad Men.) What if we focused on helping our customers become better people? Seth's blog: Marketing about power and with power, 2017-Aug-28 by Seth Godin Danny Meyer has built a restaurant empire around the idea that customers ought to be powerful. Instead of bullying his patrons, he trains his people to... Continue reading
Reblogged Dec 1, 2017 at QViews
Recently, we saw a restaurant refer to the second and third return visits as the 'pre-loyalty' stage. At first, 'pre-loyalty' seemed a little silly, but then we realized that many, many visitors will never make it to the second visit, so capturing the third visit moment is key for helping... Continue reading
Posted Nov 30, 2017 at Steady CRM
We could make an impression on another person with an impassioned speech, but we are unlikely to change their mind unless we show them that we actually appreciate their position. Not that we validate it, but that we accept it. It is what it is. From there we can begin a journey. The first step is to show the other person how their ideas have influenced us, what we've learned, and how we're going to change based on learning from them. When I started studying training as a profession, my role models made a point that adult learners are competent.... Continue reading
Posted Nov 29, 2017 at QViews
In strengthening their brand of convenience, 7-Eleven responds quickly in every communication channel their customer uses. The 7Rewards program makes the 7th cup free for any mix of a variety of beverages. Everything is their marketing is a quick read--very impressive. The Wise Marketer: 7-11 leads in Digital Transformation, 2017-Nov-22... Continue reading
Reblogged Nov 27, 2017 at Steady CRM
We now have so many excellent CRM applications available, the challenge is finding one that can fit the processes that you will actually use. Clearhead: You Can't Buy Personalization, 2017-Jul-18 by David J. Neff You can’t buy personalization. Why not? Because it’s not a single technology point solution. Don’t get me wrong: when it comes to technology point solutions you can buy product recommendation tools. You can buy testing tools that allow personalization. You can buy audience segmentation tools. You can even buy a data warehouse. But you can’t buy personalization. So why not? To personalize in a meaningful way... Continue reading
Reblogged Nov 22, 2017 at QViews
We find it easy to be nostalgic about air mile chasing. In the beginning, the big challenge for the airlines was to get people off the ground. That was also the case after 9/11. I remember the VP of Marketing for Continental Airlines telling us, "We discovered how to overcome... Continue reading
Posted Nov 21, 2017 at Steady CRM
What I've learned over the last couple of days... is that... McCafe is the nexus for McDonald's next step into CRM as amplified by customer experience revolution. Many people think that digital purchase platforms will be key... but I believe the leverage provided by a strong digital purchasing platform is... Continue reading
Posted Nov 17, 2017 at Steady CRM
The story of Mike D'Antoni and Starbucks is entertaining, and I'm glad Jake Fischer asked D'Antoni to explain it because it brings up some of the complexity of loyalty. Visiting Starbucks is a daily morning obsession with D'Antoni, wherever he travels. He admits that he's less in love with the... Continue reading
Posted Nov 14, 2017 at Steady CRM
Last month Fast Company co-founder Bill Taylor sent an email newsletter that resurrected a story about Vince Lombardi which resonates so strongly these days when everyone seems intent on belittling everyone else. It also reminds me that the greatest achievements of my life have occurred when working on teams. Bill Taylor wrote: reminded me of an essay I wrote for HBR on Lombardi’s surprising message for businesspeople who like to draw lessons from sports. What was that message? That love is more powerful than hate. “The love I’m speaking of is loyalty, which is the greatest of loves,” Lombardi... Continue reading
Posted Nov 13, 2017 at QViews
A huge challenge for marketers is integrating social media activity into the CRM. It's not enough to have links to the social media profiles. We need to be able to tap into the data stream coming from those profiles. Here's an excellent story about how Marriott is innovating around this... Continue reading
Posted Nov 10, 2017 at Steady CRM
Narratives have traditionally been entertainment or history. The call to use them in advertising has had mixed results. We are finding more coaches who are pointing out HOW to design a narrative that works for a commercial message. Medium: Helping leaders tell strategic stories, 2017-Oct-24 by Andy Raskin One of the most powerful ways to turn prospects into aspiring heroes is to pit them against an antagonist. Continue reading
Posted Nov 6, 2017 at QViews In some cases the market has moved beyond pilot projects. There are a handful of offerings available to users that want to apply blockchain to loyalty. Loyyal for example, the vendor working with CapGemini, offers a platform for a blockchain loyalty app that uses smart contract technology to reduce... Continue reading
Posted Nov 3, 2017 at At LoyaltyMinder
Neil Perkin processing Chris Smith's work... Platforms may be able to charge access fees for joining the platform and/or usage fees for using it. The former will impact the number of users on the platform, the latter the number of interactions/transactions between users (for example software creators will often charge... Continue reading
Reblogged Nov 1, 2017 at At LoyaltyMinder
When Starbucks was spreading across the country, I was really excited about its culture and the way it makes it easy for people to hang out, but I could never get used to the coffee. "Dark roast" always tastes burnt to me. And they serve everything too hot for me... Continue reading
Posted Oct 24, 2017 at Steady CRM
Independent retailers like Zadok are finding it easier to provide the same level of CRM and customer service as the big chains. Press Release Mi9 Retail, a leading provider of omni-channel retail software, is pleased to announce that Zadok Jewelers has selected the Mi9 Retail end-to-end jewelry suite to modernize... Continue reading
Reblogged Oct 20, 2017 at Steady CRM
This is an entry from the EDGE 2008 question book by John Brockman: “What Have You Changed Your Mind About?" “ESTHER DYSON Chairman, EDventure Holdings; trustee of the Long Now Foundation; author of Release 2.0 Controlling Your Own Data For a long time, I thought people would start effectively protecting... Continue reading
Posted Oct 18, 2017 at At LoyaltyMinder
I would prefer not to use Facebook, but I would prefer not to drive a car, and I'm not getting anywhere on exercising that preference either. I drive. I use Facebook. I know what I think about cars, traffic, and air pollution. I'm not sure what to think about Facebook. My customers and their customers are using Facebook, so it's important for me to figure it out. This article points out that different people see and use Facebook in different ways. Quartz: There are only four types of Facebook users, researchers have found, 2017-Jul-12 The massive social network is more... Continue reading
Posted Oct 17, 2017 at QViews
Jim Stone, PhD How Much Diversity Can We Handle? If diversity is good, why does it have to be so stressful? Posted Sep 30, 2017 in Psychology Today Do you engage with an open mind and try to figure out how to take the best parts of your upbringing... Continue reading
Posted Oct 16, 2017 at At LoyaltyMinder
I used to think that websites are pivotal for customer experience, but for retailers, mobile apps are clearly displacing the web site. Shopping for clothing and anything with a high-touch component moves the pivot point to mobile, where a user can be interactive online and in the store at the... Continue reading
Posted Oct 16, 2017 at Steady CRM By BRAD STULBERG AUG. 22, 2017 I think far better than striving for balance is striving for what psychologists call internal self-awareness, or the ability to see yourself clearly by assessing, monitoring and proactively managing your core values, emotions, passions, behaviors and impact on others. Put differently, internal self-awareness... Continue reading
Posted Oct 10, 2017 at At LoyaltyMinder