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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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When people inside a company are kind to each other, they will be kind to the customers. Harvard Business Review: Trust Your Employees, Not Your Rule Book, 2017-Apr-20 by Bill Taylor (new book, Simply Brilliant) The entirety of the Nordstrom Employee Handbook fits on a single 5×8 card and involves exactly one rule. Here is Rule #1: “Use best judgment in all situations. There will be no additional rules.” No wonder Nordstrom’s image and brand is built on heroic stories of above-and-beyond service and problem solving. Sometimes those stories even involve the airlines. In one case, an employee discovered that... Continue reading
Posted yesterday at QViews
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When we decide how we want to compete, we have to look at how we're going to fit into the market, both from our customers' point of view, as well as from our internal capabilities. Harvard Business Review: Strategic Choices Need to Be Made Simultaneously, Not Sequentially, 2017-Apr-3 by Roger L. Martin The only productive, intelligent way to generate possibilities for strategy choice is to consider matched pairs of Where to Play and How to Win choices. Generate a variety of pairs and then ask about each: Can it be linked to an inspiring, attractive Winning Aspiration? Do we currently... Continue reading
Posted 2 days ago at QViews
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95% of Americans were in Walmart last year, and 89% in McDonald's. Walgreens and Dollar Tree were experienced by over 70%, and Home Depot by 68%. When we look to understand consumer expectations, we should all have direct experience of those retailers as well. We can't project our buying experiences... Continue reading
Posted 3 days ago at Steady CRM
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Most of us don't mind when an online store offers us a discount to buy before a deadline. We get that they know we may drift away and forget them. But ever-changing prices erode our confidence that we can find a fair deal. Jerry Useem has a great article about... Continue reading
Posted 4 days ago at Steady CRM
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As I've mentioned before, I have some serious issues with the way Jeff Bezos manages Amazon. I believe he's too ready to sacrifice his employees and his values to his ambitions. Nevertheless, he's successful because he's committed to his customers, and there is much we can learn from him. We... Continue reading
Reblogged 6 days ago at Steady CRM
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Two trends are coming at CRM from different directions. Many small businesses are integrating extensions into Gmail that turn it into a CRM. From the other direction, Facebook, LinkedIn, etc. are refusing to allow their products to integrate with CRM's forcing people to link out of the CRM to engage... Continue reading
Posted Apr 21, 2017 at Steady CRM
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We can't let our competition pressure us into offering loyalty programs that simply drive down our prices. We have to analyze our best customer and figure out ways to strengthen the relationship. Or we've just instituted a discount program that will be hard to kill. Bain & Company: Turning Rewards... Continue reading
Reblogged Apr 19, 2017 at Steady CRM
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Speaking as a parent of young adult children who has to text them to get them to check their email, I was surprised to see Everlane going back to email in some of their customer communications. However, even if email isn't top of mind for consumers anymore, it IS an... Continue reading
Posted Apr 17, 2017 at Steady CRM
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I was really surprised when Quartz published an article shaming loyal United customers for defending the airline. That's bleed-over from partisan politics in my opinion. Everyone needs to stop vilifying people on the other side of an issue. A more thoughtful analysis of the incidence as an example of 'privilege'... Continue reading
Posted Apr 12, 2017 at Steady CRM
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We have to wait and see if it's executed correctly, but adding Turnstyle's customer-tracking capabilities to the Yelp ecosystem could be a game-changer for retail/restaurant loyalty programs. It alleviates a TON of data collection bottlenecks. We'll also have to see if customers object to the loss of privacy. Myself, as... Continue reading
Posted Apr 10, 2017 at Steady CRM
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Why aren't the benefits of better compensation common knowledge among business owners? Harvard Business Review: Inequality isn't just due to market forces, 2017-Mar-30 by Adam Cobb For example, Costco has long been recognized as a “high road” employer that pays above market wages, offers good benefits, and provides workers opportunities for advancement. Despite these significant labor investments, from 2007 to the end of 2016, Costco’s stock price increased over 200%, far outpacing the overall growth of the S&P 500 (58%) and that of competitors like Walmart (45%) and Target (26%), which is known to pay workers low wages and offer... Continue reading
Posted Apr 5, 2017 at QViews
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In developing a system of 'steady crm,' we start by defining the ideal relationship with our customers. We define what loyal behavior means for us and for them. Using non-standard language can be extremely helpful. By defining customers as guests and employees as cast members, Disney establishes expectations for both.... Continue reading
Reblogged Apr 3, 2017 at Steady CRM
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I've spent my last dime with Amazon (they would take it if they could get it). I just used up a gift card, and future gift cards will be given away to someone desperate. I'm considering giving up on Facebook, but I think I'll just do my best to avoid letting them make any money. (Also my policy toward any media owned by Rupert Murdoch.) Divorcing Google will be the most difficult. They've insinuated themselves into the infrastructure of my business. But I will start using search engines like DuckDuckGo. I'm not giving up Apple products, but I will not... Continue reading
Reblogged Mar 31, 2017 at QViews
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Loyalty programs continue to increase in complexity and major brands add more angles to capture the diverse interests of customers. And there's a lot of copycatting, too. Travel Weekly: Marriott plans massive expansion of select-service brands, 2017-Mar-27 by Danny King The PlacePass investment represents a point of departure for Marriott.... Continue reading
Reblogged Mar 29, 2017 at Steady CRM
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I tend to think that organizations won't change unless forced, but 'org designer' Kathryn Maloney reminds us that's actually not true. Managing and leading are more about steering change that instigating it. Another striking thought below: living systems (including organizations) naturally differentiate themselves. What if that need to differentiate drives a lot of change that seems useless? The Ready: Change as a Force of Nature, 2017-Feb-27 by Kathryn Maloney Where change management may apply change to or attempt to manage change within a system, org designers are focused on unlocking capacity and potential within a system. We aim to leverage... Continue reading
Posted Mar 28, 2017 at QViews
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Advertising is not the answer to everything. Starting with influencers will help build a better story over the long term. Mediapost: For New Running Shoe, Reebok Steps Up Its Influencer Game, 2017-Mar-6 by Sarah Mahoney Reebok is tiptoeing back into the elite running market with the launch of its new... Continue reading
Reblogged Mar 27, 2017 at Steady CRM
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Installing a CRM can be a wrenching experience for any established business, but it's especially challenging for a retail business with a big diverse breadth of products, such as a grocery or department store. One of the reasons is that 'category management' or deciding what items to stock keeps getting... Continue reading
Reblogged Mar 21, 2017 at Steady CRM
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I recently subscribed to Fry's daily deals email because I want to track down a few unusual items. I could find them at Amazon but I agree with the Fry's customer quoted below. When it comes to unusual items, being able to handle them before you buy can be very... Continue reading
Reblogged Mar 14, 2017 at Steady CRM
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We seem to have a growing awareness that unbridled growth is not healthy. Signal v. Noise: Exponential growth devours and corrupts, 2017-Feb-27 by David H. Hansson As Douglas Rushkoff says, we need a new operating system for startups. The current one will keep producing the same extractive and monopolistic empires we’ve gotten so far. No, what we need is a new crop of companies that are institutionally comfortable with leaving money on the table. Leaving growth on the table. Leaving some conveniences and some progress on the board, in order to lead the world into a better direction. The solution... Continue reading
Posted Mar 10, 2017 at QViews
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J.C. Penney appears to be turning the corner back into viability by focusing on a specific customer and being willing to remake themselves for her. Loyalty to the customer has to preceded loyalty from the customer. Loyalty360: J.C. Penney seeks dramatic turnaround in brand loyalty, 2017-Mar-2 by Jim Tierney CEO... Continue reading
Posted Mar 9, 2017 at Steady CRM
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The fact that polling is broken and easy answers are so infernally popular has me looking for ways to improve decision making. Maybe this will help... Nature: A solution to the single-question crowd wisdom problem, 2017-Jan-26, by Drazen Prelec, H. Sebastian Seung, and John McCoy Here we propose the following alternative to a democratic vote: select the answer that is more popular than people predict. We show that this principle yields the best answer under reasonable assumptions about voter behaviour, while the standard ‘most popular’ or ‘most confident’ principles fail under exactly those same assumptions. Like traditional voting, the principle... Continue reading
Reblogged Mar 4, 2017 at QViews
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The internet is all a buzz about this article that says social media doesn't work to find new customers. If we read far enough, we'll learn that it works very, very well for improving customer loyalty. We should make it easy for our customers to become closer through their preferred... Continue reading
Posted Mar 3, 2017 at Steady CRM
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So here's another reason why facts don't change our mind... We're used to getting along without them. New Yorker: Why Facts Don't Change Our Minds, 2017-Feb-27 by Elizabeth Kolbert When it comes to new technologies, incomplete understanding is empowering. Where it gets us into trouble, according to Sloman and Fernbach, is in the political domain. It’s one thing for me to flush a toilet without knowing how it operates, and another for me to favor (or oppose) an immigration ban without knowing what I’m talking about. Continue reading
Reblogged Mar 2, 2017 at QViews
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When building a loyalty program, we often forget the diversity of our customer base has to be matched by the diversity of our rewards and recognition tools. Just for their small business clients, FedEx has built an amazingly diverse array of awards Tech Award that helps business owners acquire the... Continue reading
Posted Feb 28, 2017 at Steady CRM
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The 'solution reflex' is a cool tool for any business person who frequently has to introduce their business model. Steady CRM: Problem: Businesses lose track of their customers. Solution: Loyalty and/or communications programs that systematically touch customers. Market: Medium-sized companies that are outgrowing their original systems. Business model: Installation and support of customer relationship management tools and processes. Not great but it's a start. VentureBeat: Your Business Summary is in the Wrong Order, 2016-Nov-13 by Dave Bailey An effective summary answers questions in four ordered categories; Problem, Solution, Market and Business Model. I’ve used this approach to raise hundreds of... Continue reading
Reblogged Feb 24, 2017 at QViews