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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
Recently, I was in a morning round table meeting where new people were trickling in but not chiming in. After watching for awhile, I interrupted a speaker who'd had the floor for several minutes to ask one of the newcomers to introduce herself. The speaker didn't appear to be annoyed. We need to help people speak up and get credit. This amplification idea is so powerful. Adam Grant: Wondering (Excerpt from June 2017, Question 1) We all need to promote our work. I’ve learned in my research that successful givers are ambitious for others and ambitious for themselves. When you... Continue reading
Reblogged yesterday at QViews
Many of the least effective loyalty programs feel like a whip the brand is applying to get customers to buy more. The Great Loyalty Reset Report from 500 Friends/Merkle contains many fresh insights, but I find this insight about conveying a customer experience of 'gratitude' is the most compelling. How... Continue reading
Posted 2 days ago at Steady CRM
While we would appreciate having the loyalty of our customers without paying attention to the competition, we have to admit our customers almost always know what our competition is doing. A study recently published by McKinsey & Company makes it clear: in women's clothing, 82% of purchases are shopping driven,... Continue reading
Posted 5 days ago at Steady CRM
Amazon Prime is one of the most popular loyalty programs in the country, and Amazon customers enjoy very high satisfaction levels. However, it seems that people are sorting themselves out into pro- and against-Amazon, as they are in so many other areas. (The 'against' group is definitely the minority.) Amazon prides itself in operating on the edge of innovation, and that means breaking lots of rules. I don't object to that behavior in general, but Amazon often ignores human values which are core to me, such as fairness and protecting the vulnerable. That's why I don't buy from them if... Continue reading
Posted 7 days ago at QViews
If I liked Starbucks coffee, I'd have more success in using the stack of $5 Thank You gift cards I've received from companies. As it is, I'm just supporting Starbucks' bottom line unconsciously by letting them stack up. Independent retailers tend to resist the investment of turning branded gift cards... Continue reading
Posted Jul 18, 2017 at Steady CRM
A loyalty program can help obtain valuable information about your customers, but it's certainly not the only way. At Four Seasons, they have decided a rewards-oriented system is at odds with their culture, and since they pride themselves on recognizing their customers and remembering their preferences, I doubt they have... Continue reading
Posted Jul 13, 2017 at Steady CRM
When we accept someone's authority over us, we know instinctively they expect us to be loyal. This type of loyalty becomes coercive if we expect punishment for being disloyal. Loyalty based on fear toward someone who has power over us probably needs a different name. Vox: The problem with Trump's... Continue reading
Posted Jul 10, 2017 at Steady CRM
In a recent issue of INC. magazine, Nicholas McGill gave a wonderful summary of great CRM habits. Even if you are a high-powered salesperson at a big company, you have to be maintaining your personal contact network, and these tips show the way. I have re-framed his points in my... Continue reading
Posted Jun 29, 2017 at Steady CRM
Speculation about how Amazon will change Whole Foods is running rampant. I click on news stories only to find that experts are being quoted who have absolutely no real information about what Amazon plans to do. Why would Amazon tip their hand at this point anyway?? One thing is clear. The grocery business will be restructured. At least Krogers' CEO expects it will. Vox: The real reason Amazon buying Whole Foods terrifies the competition, 2017-Jun-20 by Matthew Yglesias Competing with Amazon is terrifying for any incumbent business because the company’s executive team operates on a radical model whereby the company’s... Continue reading
Posted Jun 28, 2017 at QViews
Customer relationship management is not just about 'sales and service.' Great CRM programs drive innovation. Loyalty360: Deep Customer Research Pivotal Piece of Customer Loyalty Puzzle at Wyndham Rewards, 2017-May-11 by Jim Tierney During a session titled, “Loyalty Revisited – A Retrospective Panel Discussion with Loyalty Expo “Alumni” at the recent... Continue reading
Posted Jun 27, 2017 at Steady CRM
From the web site: The Charity Charge World MasterCard works just like any other credit card you have and can be used everywhere MasterCard is accepted. Unlike other rewards credit cards, however, the rewards you earn with your Charity Charge World MasterCard go directly to the nonprofits you care about... Continue reading
Posted Jun 26, 2017 at At LoyaltyMinder
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 Jun 23, 2017 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 Jun 22, 2017 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 Jun 21, 2017 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 Jun 20, 2017 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 Jun 20, 2017 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