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Theresa Quintanilla
Houston, TX
Founder at SteadyCRM.com
Interests: CRM, customer relationship management, marketing, loyalty, innovation, business books, houston's image, blogging, new york, marketing trends
Recent Activity
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Online reviews have become a vital part of the loyalty ecosystem. Some customers like to share their experience, and some companies reward them. Unfortunately, reviews can be difficult for several different reasons. Some hotel chains have been inundated with over-the-top reviews from people who expect VIP status in return. Bad reviews can be undeserved. Paid reviews are getting easier to spot but will always be an issue. Managing our customer reviews is a job that needs to be shared between marketing and customer service. NY Times: Why You Can’t Really Trust Negative Online Reviews, 2018-Jun-13 by Caroline Beaton The credibility... Continue reading
Posted 9 hours ago at QViews
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The tradition in the pay-TV industry is for providers to grow by dangling short-term offers at new subscribers. Existing customers usually see their rates spiraling upward over the years. Last year, Sky TV in Europe turned a new direction and began promoting better benefits available the longer customers continue to... Continue reading
Posted yesterday at Steady CRM
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Here's a new thing to worry about, although I'm not sure how prevalent it is... Opposed to the tradition of hacking into someone's databases, a new kind of data piracy involves capturing interactions between brands and their customers in real time. The more data we collect about our customers, especially on mobile devices, the more we have to worry about this. AdExchanger: Brand Privacy: Who’s Knocking Off Your Consumer Data? 2018-Jun-13 by Mark Shedletsky of Vertical Mass Brands spend billions of dollars to cultivate one-to-one relationships with consumers and create audience profiles in exchange for discounts and other rewards. There’s... Continue reading
Posted 4 days ago at QViews
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We know that Marriott is working with Salesforce to build the type of customer information platform they need. The investment will be substantial and re-training the employees will take quite a while, but it's essential. TechRepublic: Why Marriott's CEO worries more about Amazon and Facebook than Airbnb, 2018-June-13 by Matt... Continue reading
Posted 5 days ago at Steady CRM
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I appreciate this article for breaking down the challenges of procrastination. I'm trying to institute some new routines, and the transitions are killing me. But I guess they will until I'm in the habit of plunging. HBR.org: How to Actually Start the Task You’ve Been Avoiding, 18-May-30 by Peter Bregman The biggest challenge to moving forward on anything is the transition to working on it. It almost always represents a shift from doing something comfortable (a warm bath, sending simple emails, knocking straightforward tasks off a to-do list, completing transactional conversations) to doing something uncomfortable (a cold bath, starting that... Continue reading
Posted 6 days ago at QViews
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We heartily endorse brands that view loyalty as a customer habit to build instead of an incentive or promotion where loyalty is purchased. The Dallas Mavericks are partnering with a new blockchain-based company that rewards participants for meeting fitness challenges. These challenges are flashy, but if they lead to long-term... Continue reading
Posted 7 days ago at Steady CRM
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The safest way to hire is to find someone you've worked with before. Unfortunately, it perpetuates bias. NY Times: Karina Lake of Stitch Fix on Building Diverse Teams, 2018-Jun-1 by David Gelles One of the biggest challenges standing in the way of diversity and equal opportunity for people is the way that people build founding teams. People tend to bring on my buddy from this thing and then my buddy from that thing, and it’s like, “You’re just kind of bringing the same people that you’ve worked with back together, getting the gang together again to found another company.” That... Continue reading
Posted Jun 7, 2018 at QViews
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Cosmetics are becoming a "super consumable" with enthusiastic shoppers buying more often and trading up to more expensive products as they enjoy the extensive customer service available at brick-and-mortar stores like Ulta. Ulta is also making sure the online channel is available in-store, enjoying major growth on mobile device orders.... Continue reading
Posted Jun 6, 2018 at Steady CRM
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SEO is often seen as a matter of gaming the search engines, but it's actually a powerful fundamental marketing tool on the internet. This article arms us to use it for the long-term benefit of our business. The Wiglaf Journal: Why Every Business Should Invest in SEO, 2018-May by Brooklin Nash The bedrock of building up your SEO is good research – which will benefit your entire business in the long run. SEO requires learning more about your target audience through keyword research. You start with something small—using one word or phrase that you think people will use to find... Continue reading
Reblogged May 31, 2018 at QViews
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Actually, the new program is still in pilot, but we're very impressed with the clarity and timing of this announcement. Kohl's is committed to sharing their reasons and plans with their customers. Kohl's press release: Kohl’s CMO Greg Revelle Reveals the Future of Loyalty: Kohl’s Rewards, 2018-5-22 Why change a... Continue reading
Posted May 30, 2018 at Steady CRM
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As entrepreneurs, if we want to survive... we have to know what our customers want. That changes... it sucks but it happens. CultureBy: American culture and the story of OJ, 2018-May-2 by Grant McCracken We are accustomed to thinking about value as something that comes from utility, from functional benefits, from what Christensen calls “purpose.” This is merely part of value. Value also comes from meaning. But functional value is the thing we measure when we price. Meaning is largely invisible to our calculations. This is why culture is the “dark matter” of American capitalism. And this brings us to... Continue reading
Posted May 28, 2018 at QViews
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With Kevin Saliba of zulily we see amazing, aggressive execution of the 'new basics' of marketing: Know why customers stay Employ and support people who love your customers Use hard evidence to decide what's working Innovate constantly. Retail Touch Points: Exclusive Q&A: How zulily Grew Its Customer Base 22% In... Continue reading
Posted May 25, 2018 at Steady CRM
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Stores are less and less a place to buy something, and more and more a place you go to do something else. Businesses which realize this will have greater customer engagement and loyalty. USA Today: Coffee, iPhones, Wi-Fi? If you thought this was Starbucks or Apple, surprise! It’s Comcast, 2018-May-21... Continue reading
Posted May 23, 2018 at Steady CRM
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The MobileBridge Momentum Platform is the most developed blockchain loyalty solution I've seen, although it doesn't have a track record yet. Consumers certainly want rewards they can use outside the company that provides them, and we have that now with multi-retailer platforms like Nectar, as well as offerings from American Express Membership Rewards. What struck me about Momentum is that a company using the platform is expected to set up the rules for its own rewards, having the ability to customize their own reward program but still use the underlying platform, and allowing them to evolve their program. It made... Continue reading
Posted May 22, 2018 at QViews
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The absolute best result we can get from a loyalty program is that it gets customers more involved with the brand. NY Times: Meet the People Who Can’t Get Enough Hotel Points (You’ll Learn Something), 2018-May-15 by Alan Blinder “I’ve had a chance to read some of your posts,” Mr.... Continue reading
Posted May 21, 2018 at Steady CRM
Theresa Quintanilla added a favorite at The Red HOT Pen
May 19, 2018
Theresa Quintanilla added a favorite at The Red HOT Pen
May 19, 2018
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Early in my career, I had mentors who steered me wrong. They encouraged me to follow the business mainstream in a way that was just wrong for me. I don't blame them: I was hard to understand. It took me years to understand myself. Since then I have avoided having a mentor, but reading these articles has convinced me that even at my age, I could use a sponsor. I hope I can find someone who appreciates what I can contribute and will help me find a good place to use it. Fortune: Why I'm Over Women's 'Empowerment', 2017-Jan-17 by... Continue reading
Posted May 18, 2018 at QViews
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Making sure the employees appreciate and have access to our company's products is key to building loyalty. Quartz at Work: Hilton Hotels' newest upgrades are strictly for staff, 2018-Apr-2 by Oliver Staley “Our mission is to be the most hospitable company in the world, and you can’t do that without... Continue reading
Posted May 16, 2018 at Steady CRM
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A frustrated or disappointed customer = an opportunity. MyCustomer.com: How to be more human, 2018-May-8 by Jeanne Bliss The first ground rule at Warby Parker is “treat customers the way you’d want to be treated”. When you call them, with those crumpled up glasses in your hand, or for any... Continue reading
Posted May 10, 2018 at Steady CRM
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Like West Elm, Foot Locker is strengthening the appeal of their stores by supporting local businesses. As more of us avoid national (non-local) retailers as much as possible, this strategy will become more common. Quartz: Foot Locker’s CEO says “retail apocalypse” headlines are missing the point, 2018-May-4 by Marc Bain... Continue reading
Posted May 7, 2018 at Steady CRM
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My father used to say... "I was looking for a job when I found this one." Always be looking. Harvard Business Review: Stay Confident During Your Job Search by Focusing on the Process, Not the Outcome, 2018-Apr-27 by Art Markman In a job interview, the person sitting across from you is trying to project what it will be like to work with you. Your confidence in answering questions is a big part of these judgments. The more worried you are that your job search is dragging on, the less likely you are to project the sense that you will handle... Continue reading
Posted May 7, 2018 at QViews
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What are my passions? building strong relationships where I can be loyal learning, practicing and sharing what I've learned exploring cities and capturing their beauty supporting artists and helping others enjoy art designing innovative systems to improve the world I've never been employed to pursue my passions, so I've ended up self-employed several times. But I've never been able to figure out how to make money working for myself. If you know of a place where I can work in pursuit of any of these passions, please let me know. Continue reading
Posted May 3, 2018 at QViews
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When we look at our value exchange with a gym, the most challenging part is maintaining our participation. For years, shortsighted gyms have enjoyed excess profits from people who pay but don't use the facilities. Now 24 Hour Fitness is confronting the issue and testing many different ways to keep... Continue reading
Posted May 2, 2018 at Steady CRM
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The pain of General Data Protection Regulation (GDPR), the European Union's new privacy law which becomes effective in May, is truly present in the necessity of expiring some customer data and archiving the customer's consent to receive messages. Welcome new fields into the customer database and schedule regular data purges. The good news is that we can no longer delay confirming our customers' interest. We should all be using this opportunity to upgrade our customer relationships. Really Good Emails: Examples of GDPR Consent Emails from MacDonalds, AutoTrader, ReturnPath, udemy, and Archant. Seth's Blog: GDPR and the marketer's dilemma, 2018-May-1 by... Continue reading
Posted May 1, 2018 at QViews