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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
As a member of the Quizno's loyalty program, I can see the advantages of having Apple Pay. Quizo's has always been a low-end proponent of loyalty, and by pairing with Punchh and through them Apple, it gets access to more sophisticated features. We can watch the evolution of loyalty into... Continue reading
Posted 3 days ago at Steady CRM
While Marriott recognizes Airbnb as a competitor, its current strategy is being driven by pressure from the online travel agencies. In general, Marriott serves a distinctly different market than Airbnb, although that could change. In the meantime, Marriott is looking toward expansion, operational excellence, and a booming loyalty program to... Continue reading
Reblogged 4 days ago at Steady CRM
Customer journey mapping has helped companies improve their customers' experience, but we have to be smart about the fact that it's just a tool for planning and for empathizing with our customers. How customers actually decide and adopt our services is very unpredictable, and we should keep studying the real data all the time. VentureBeat: The 'path' to purchase is really a random walk, 2017-Jun-11 by Jason Carmel As an example, a study by the travel company Expedia found that people make, on average, 140 visits to various travel sites in the 45 days before making an actual booking. That’s... Continue reading
Posted 5 days ago at QViews
Companies have been slow to realize the value of their CRM data for marketing insight. Shell's global leadership in London has recently moved to the front line with its appointment of an experienced brand manager to head the CRM practice. Sherine Yap moved from the Global Marketing Promotions Manager for... Continue reading
Reblogged 6 days ago at Steady CRM
Amazon seems to me the scariest example of brutal, inhumane capitalism. They don't adhere to any value except winning and dominating their customers, suppliers and employees. The Verge: Amazon granted a patent that prevents in-store shoppers from online price checking, 2017-Jun-15 by Dani Deahl Amazon’s long been a go-to for... Continue reading
Posted 6 days ago at At LoyaltyMinder
Why LoyaltyMinder should foster cryptocurrency... American Banker: BankThink: How I missed the point of bitcoin By Marc Hochstein Published June 12 2017, 8:49pm EDT As the world goes digital and physical cash transactions continue to decline — egged on by payments companies aiming to expand market share and by... Continue reading
Posted Jun 17, 2017 at At LoyaltyMinder
Image is constantly trying out new ways to excite and intrigue their customers. VentureBeat: How gets users to pick the right subscription option (VB Live) , 2017-May-24 Too many subscription options, the potential customer gets overwhelmed and walks. Too few, and your customer feels crowded into their decision. Finding... Continue reading
Posted Jun 16, 2017 at Steady CRM
We'll need to create a content channel around loyalty and behavioral change. Copyblogger: 5 Ways a Minimum Viable Audience Gives You an Unfair Business Advantage, by Brian Clark I’ve often said that social media is the greatest freely accessible market research environment ever known. Let me qualify that, however, because... Continue reading
Reblogged Jun 14, 2017 at At LoyaltyMinder
"Chunking," or breaking down a project into micro-goals, has long been recognized in productivity coaching. However, it's also extremely important in motivating co-workers. We tend to spend too much time on the vision and not enough time kicking around little ideas to move the project down the road. Recognizing the success of every micro-goal is vital. I love Scordo's quote... The big picture is actually your enemy. How To Achieve Goals: Micro-Goal It And Keep It Simple by Vincent Scordo Now, I don’t have a window into Federer’s brain (only he knew what he was thinking on Sunday) but... Continue reading
Reblogged Jun 9, 2017 at QViews
Many of my friends have either added a CRM tool to their email application (i.e., adding Streak to GMail or PoliteMail to Outlook), or they have created a CRM-oriented routine using other tools such as Excel or Evernote. Because I've seen what a great CRM application can do, I am... Continue reading
Posted Jun 5, 2017 at Steady CRM
The easiest way to start the platform is to provide a subscription-based product (probably with a free version) that solves a problem for consumers. And never stops doing that. Ben Thompson on the local news business model, 2017-May-9 A subscription business is just that: a business that must, through... Continue reading
Posted Jun 4, 2017 at At LoyaltyMinder
2017-Jun-1 by Terry Crowley Sufficiency is a dirty word in this business although the challenges it causes are well captured and shared broadly by Christianson’s “The Innovator’s Dilemma”. The more recent book “The Rise and Fall of American Growth” by Robert Gordon describes this notion of sufficiency across a... Continue reading
Posted Jun 3, 2017 at At LoyaltyMinder
A strong commitment to a clearly differentiated strategy is serving T.J. Maxx. One of the hardest things for a business to do is say, "no, that's not our customer," but they know what they're doing in ignoring e-commerce. Forbes: How Walgreens and T.J. Maxx Are Winning With Minimal Online Sales, 2017-May-25 by Barbara Thau The retailer’s store vibe — disheveled racks, DMV-esque lighting, barebones customer service —belies the oft-cited “experiential” checklist of what a brick-and-mortar retailer is supposed to need today: mobile checkout options, sales associates with the chops of a personal shopper, and perks from cafes to cooking classes.... Continue reading
Posted Jun 2, 2017 at QViews
What Is Card-Linking? Card-linking enables consumers to receive a discount or loyalty benefit automatically when they pay with a payment card that has been digitally linked to an offer or loyalty benefit. Leading card issuers, retailers, messaging apps and other digital publishers provide card-linked offers through mobile apps and loyalty... Continue reading
Reblogged Jun 2, 2017 at At LoyaltyMinder
Recently, I flew Southwest Airlines, which used to have the reputation for humanity now enjoyed by Alaska Airlines. At Southwest, they were very efficient and friendly, in that order. It seems like the bigger and older a company gets, the less personal it becomes. I hope the Alaska-Virgin America merger... Continue reading
Posted Jun 1, 2017 at Steady CRM
Clothing is many kinds of tech at once: privacytech, expressiontech and fashiontech, to name three. Unless you shop naked, which you probably don’t, clothing is also customertech: a way of extending your sovereign self into the marketplace, signaling your fitness as a customer, whether or not you are conscious of... Continue reading
Reblogged Jun 1, 2017 at At LoyaltyMinder
IIW was started to discuss what was then called "user-centric identity" and a look at the proceedings from past IIWs will convince you that topics related to user-centric identity are a big part of every IIW. The recent interest in self-sovereign identity, blockchain-based identity, and related systems has pushed that... Continue reading
Reblogged Jun 1, 2017 at At LoyaltyMinder
If we can develop a platform, instead of just an app, we can have a much greater upside. The authors of Platform Revolution explain managing a platform instead of a product pipeline. Harvard Business Review: Pipelines, Platforms, and the New Rules of Strategy, 2016-April, by Marshall W. Van Alstyne, Geoffrey... Continue reading
Posted Jun 1, 2017 at At LoyaltyMinder
The article below from Doc Searls got me thinking... What if we defined our own loyalty program? I'm interested in savings, or in perks, or in personalized service... What if for every vendor we used more than once we could define a plan for that vendor relationship? ProjectVRM: Loyalty means... Continue reading
Reblogged Jun 1, 2017 at At LoyaltyMinder
Heads up... I'm starting a quarterly update email. Most of you are too young to remember the Holiday Newsletter. Thousands of women (most with families) used to type them up every holiday season, have them copied (mimeographed or xeroxed), stuff and mail them to a dozen or a hundred people. Family news was the focus: who graduated, whose Little League team went to regionals, new hobbies, and the occasional divorce announcement. Once email newsletters became a thing, I had a friend who did an annual "what happened this last year" email that was wonderful to read. Then she found Facebook... Continue reading
Posted May 29, 2017 at QViews
Every industry has different models of customer loyalty. You should know who are the 'role models' for your industry, and consider adapting their programs for your customers. TowerData: 3 Big Brands with Exceptional Customer Loyalty Programs, 2016-May-17 by Phil Davis Sephora’s loyalty program, Beauty Insider, offers everything a cosmetics addict... Continue reading
Posted May 26, 2017 at Steady CRM
Managing customer relationships is not a function--it's a passion. eBay demonstrated the passion by developing technology that supports their specific and existing customers--those people actually buying from eBay, today. No CRM "platform" available "off-the-shelf" is going to serve our customers as well as something we build ourselves. eMarketer: eBay Incorporates... Continue reading
Posted May 23, 2017 at Steady CRM
Toggle Commented May 13, 2017 on Just in time for my birthday . . . at Watermark
1 reply
Just as customer experience allows us to move beyond price competition to capture customers, loyalty innovations are growing our mind share. Hospitality Net: Hospitality, Meet the Digital Age, 2017-May by Marc Berman Hospitality loyalty doesn't have to limit itself purely to the transaction step of the travel plan. A traveler's... Continue reading
Reblogged May 8, 2017 at Steady CRM
One of the big advantages of a sophisticated loyalty program is the opportunity to find out what your customers are dreaming about. Experiential Rewards: How Kohl's, Neiman Marcus and Marriott Set a New Bar, 2017-Apr-28 by Bryan Pearson The best retail customer experiences are designed to fulfill consumer expectations.... Continue reading
Posted May 1, 2017 at Steady CRM