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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
Air Canada should be able to dramatically increase their agility when it comes to evolving a good loyalty program by not having a legacy system. Skift: Why Air Canada Is Starting from Scratch with Its Loyalty Program, 2018-Jan-31 by Brian Sumers In 2002, Air Canada merely made Aeroplan, its frequent... Continue reading
Posted 3 days ago at Steady CRM
Occasionally I lose sight of a link I wanted to save because I shared it directly on Facebook or Twitter. Letting others own our content is deeply flawed. The new development of "decoupled" or "headless" content management systems and content containers gives me hope. Here are some interesting links about this topic Austin Startups: Why modern marketers and digital producers are going headless, 2018-Jan-18 by Michelle Greer WebInkNow: Content Neutrality From Amazon, Apple, Facebook, & Google More Important Than Net Neutrality, 2017-Dec-6 by David Meerman Scott Scripting News: Anywhere but Medium, 2016-Jan-20 by Dave Winer Dries Buytaert: To PESOS or... Continue reading
Posted 5 days ago at QViews
Starbucks is doing a good job making the customer experience sparkle with their new Visa card. Nerdwallet also has the best explanation of the 'star system' I've seen. Our only problem is staying on the healthy side of the menu. Nerdwallet: Starbucks Rewards Visa Card Review, 2018-Feb-13 by Claire Tsosie... Continue reading
Posted Feb 16, 2018 at Steady CRM
#MonkeyFirst refers to the strategy of focusing on the biggest challenge of an innovation project. ("If you want to get a monkey to recite Shakespeare on a pedestal, you start by training the monkey, not building the pedestal.") "Why, why, why" is a strategy for identifying the big challenges. Inc.: Google's Genius Productivity Hack Will Change How You Innovate, 2018-Jan-14 by Greg Satell Talia Milgrom-Elcott of 100Kin10 points out that we have to change the way we approach problems. "You have to keep asking 'why?' Keep asking why and you start to see connections that lead to root causes that... Continue reading
Posted Feb 15, 2018 at QViews
Car rental firms are facing up to customer demand for choice and variety more and more. The Hertz Gold Plus Rewards program has been a simple and effective membership mechanism for a long time. Now Hertz is improving the customer experience. AutoSlash: Hertz's Ultimate Choice: A One-Year Review, 2018-Feb-12 by... Continue reading
Posted Feb 14, 2018 at Steady CRM
For customers, having a brand to republish your post is such a thrill. To move from an organic Instagram activity into shared videos, Crayola worked with Vivoom to develop a Crayola app that helped its customers create and share video holiday cards. Getting enthusiastic customer testimonials has never been easier... Continue reading
Posted Feb 9, 2018 at Steady CRM
When I became more interested in marketing to customers instead of attracting new customers, I began to study the concept of loyalty. I wanted to understand what motivates people to be loyal and how their behavior can change over time and circumstances. I've come to the conclusion that loyalty can improve our lives, making support easier to find and decisions easier to make. Reciprocal benefits for both parties in a loyalty relationship are key. We find it difficult to be loyal to someone who has been disloyal to us. However, simple tit-for-tat behavior is not loyalty. Loyalty implies trust and... Continue reading
Posted Feb 8, 2018 at QViews
Shoppers are less and less likely to frequent the e-commerce website of a store, and more and more likely to rely on its mobile app. Mobile apps have two big advantages over websites for retailers: 1) they are easy to use in-store and 2) they are more likely to used... Continue reading
Posted Feb 2, 2018 at Steady CRM
Several years ago I tried to get a co-worker to share some feedback about my performance, but he avoided it like the plague. I now realize that I made the whole process too risky for him. To find out how others see us, we need to ask simple, frequent questions that allow them to help us. "Why" and "how" can be too confusing and emotionally charged. "What" questions are easier to answer and more likely to produce information we can use. HBR: What Self-Awareness Really Is (and How to Cultivate It), 2018-Jan-4 by Tasha Eurich My research team scoured hundreds... Continue reading
Posted Feb 1, 2018 at QViews
Rewarding customers is important, but if we want to grow closer to them and strengthen our business, we have to use our loyalty data to try new things with them. diginomica: How DAVIDsTEA uses loyalty program data to change experiences – and results, 2018-Jan-16 by Jon Reed ...The rate of... Continue reading
Posted Jan 29, 2018 at Steady CRM
Very wise advice... Karen Yankovich: 3 Easy Steps to Generate Competitive Social Media Post Ideas Every Time, [undated but probably 2016] You can’t start with strategy you have to start with the conversation. So in an attempt to provoke some inspiration on what to talk about when you have no idea what to talk about I thought I’d compile a few of my best “strategies” on social media writers block.... Always always always start with what is trending that day on your chosen social media platform. [Karen points out that you can often take bad news or negativity and spin... Continue reading
Posted Jan 25, 2018 at QViews
Unless we're staying at the Four Seasons, there's a rewards program attached to our hotel stay, and it may be coming from a few different sources, including the hotel brand, the booking agency, and the credit card we're using. Almost all of us will check the rewards and try to... Continue reading
Posted Jan 24, 2018 at Steady CRM
I highly recommend this entire article if you do anything type of topic-oriented writing. It will take me days to chew through all the ideas I found for "loyalty." She mentions BuzzSumo, which is great, but the biggest find for me was "Answer the Public." Search Engine Journal: How to Spy on Your Customers to Get Blog Ideas, 2017-Dec-12 by Katy Katz There quite a few tools that do a great job of collecting disparate contextual information from across the web and condensing it into bite-size chunks of information that marketers can use to supplement their keyword research. Some are... Continue reading
Posted Jan 22, 2018 at QViews
Smartphones are not the only addiction. A new generation of coffee addicts are making morning coffee stops part of their routine. Here's our theory: in the evening, people are interested in trying something new. In the morning, they want something reliable. Chicago Tribune: Your morning fix is fueling Chicago's coffee... Continue reading
Reblogged Jan 19, 2018 at Steady CRM
Hmm, there's my weak spot... Number 3 Blog: The four elements of entrepreneurship, 2018-Jan-16 by Seth Godin And what do people do when they’re acting like entrepreneurs? 1. They make decisions. 2. They invest in activities and assets that aren’t a sure thing. 3. They persuade others to support a mission with a non-guaranteed outcome. 4. This one is the most amorphous, the most difficult to pin down and thus the juiciest: They embrace (instead of run from) the work of doing things that might not work. As far as I can tell, that’s it. Everything else you can hire. Continue reading
Posted Jan 17, 2018 at QViews
The ability of stores to adapt to the new retail environment will be realized in both small successful steps to change their behavior as well as new startegies and overhauls. Here's some evidence from Target. We assume that 70% of the footwear orders were NOT shipped from across the country... Continue reading
Posted Jan 16, 2018 at Steady CRM
Under competitive pressure from Amazon, Kroger is deepening its investment in the collection and leverage of customer data. This represents more than loyalty and rewards. Like Amazon and Walmart, Kroger wants to build a revenue stream by selling advertising to its suppliers. If you're a product manufacturer with items for... Continue reading
Posted Jan 11, 2018 at Steady CRM
I completely understand Cory's problems in managing multiple projects. I don't agree about the limits he finds, though. I'm always on the lookout for new projects and friends that offer a fresh angle on stuff I'm already doing, like growing a new root. I also find Facebook very problematic but I have to keep looking over the wall because so many of my friends are sharing there. I wonder how to get more people to at least copy and keep some of their writing and sharing separate from Facebook and Instagram. Locus Magazine: How to Do Everything (Lifehacking Considered Harmful),... Continue reading
Posted Jan 10, 2018 at QViews
As competition in athletic apparel heats up, driving prices down, Nike has latched onto their successful membership drives for products like personalized sneakers and exercise tracking applications. Their goal is to capture the information they need to push aggressive innovation while improving both customer satisfaction and engagement. diginomica: Nike focuses... Continue reading
Posted Jan 8, 2018 at Steady CRM
Articulating a company's purpose may or not be a good idea. What's essential is acting with purpose. One of the things I like about David Allen's Natural Planning Model, which I keep in my notebook at all times, is the first point: "Why is this being done? What would "on purpose" really mean?" Only Dead Fish: Personalising Purpose, 2017-Dec-1 by Neil Perkin A powerful purpose can be a hugely motivating call to arms for staff and create exceptional competitive advantage, but this only really happens when employees don't just see the words on the walls of the company reception, but... Continue reading
Reblogged Jan 5, 2018 at QViews
When we spotted an ad for the Grub Burger Bar's loyalty program on CultureMap, we drilled down to see why the restaurant is promoting its program instead of its food. Their loyalty app was developed by Punchh which has been innovating apps for quite a few years now. The deeper... Continue reading
Reblogged Jan 4, 2018 at Steady CRM
Colloquy: How to Drive Revenue and Measure Success with Loyalty Data, 2017-Dec-18 by Zach Goldstein, CEO of Thanx The homestretch effect If you are a frequent flier and have booked extra cross-country trips toward the end of the year to maintain your status level, you should be familiar with this... Continue reading
Posted Jan 1, 2018 at At LoyaltyMinder The Globe and Mail Earlier this year, Starbucks Corp. changed the way it administers its loyalty program in Ontario, taking on extra costs to ensure that its rewards points in the province do not expire. The move was a response to an amendment to Ontario's Consumer Protection Act last... Continue reading
Posted Jan 1, 2018 at At LoyaltyMinder
Grub Love This isn't your average loyalty program. Grub Love understands your need for burgers, shakes, and Brussels sprouts, and rewards you with one point earned for each dollar spent with the Grub Love app. Fifty points equals $5 in rewards, and the points never expire. Plus, you can look... Continue reading
Reblogged Dec 15, 2017 at At LoyaltyMinder
Several years ago I became aware that included a lot of content which has nothing to do with journalism, submitted by consultants, entrepreneurs and business owners. Forbes disclaims it with "Opinions expressed by Forbes Contributors are their own." When the Huffington Post launched, they made a big deal about recruiting people to write, and it was pretty well known that material would be lightly edited and unpaid. These writers are labeled Contributors, but Huffington Post doesn't point out the material may be biased. We don't have to think hard to realize that these Contributors are getting paid by someone,... Continue reading
Posted Dec 14, 2017 at QViews