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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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I'm torn by the necessity of sending regular contact to customers and the desire to wait until I have something important to say. It's a natural tension, and one I just have to confront on a monthly basis. If I haven't found something to email about at the end of the month, then I have to give up and email something anyway. "I still care about you" is the message I'm trying to convey. Code School blog: Forget About Clicks, Design Emails With Purpose, 2015-May-15 by Corey Rabazinski Here at Code School, we spend a lot of time thinking about,... Continue reading
Reblogged May 20, 2015 at QViews
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I've always loved being in museums. Back in college, I thought I'd like to work in them. Fortunately, I had the opportunity to intern in a few before I left graduate school. For the advertising business. Also a mistake, but I've never regretted leaving the museum world behind. Museums are inextricably linked with commerce in art. Curators compete to acquire major works from private collectors who may donate or share the works they've acquired. The job performance of curators is often judged not by the quality of the shows but by their ability to cultivate a strong relationship with independent... Continue reading
Reblogged May 10, 2015 at QViews
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While it's early days to predict how the Blue Bell recall will play out, they may turn it around and come out stronger. It's hard to imagine a more loyal and forgiving group of fans. Houston Chronicle: Friday letters: In defense of Blue Bell, 2014-Apr-23 by Bob Gayle I still... Continue reading
Posted May 7, 2015 at Steady CRM
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I've been worried about the email newsletter. Although it's one of the most reliable ways to provide steady customer relationship management, they are so difficult to write well. But maybe it's not the writing but the content. In the article below, Blaise Lucey makes a great comparison of the spontaneity and sense of discovery we experience in social media, in contrast to the predictability of most email newsletters. I'm inspired to follow his advice. Moveable Ink blog: Why Live Social Media Feeds Are the Future of Email + Social, 2015-Apr-27 by Blaise Lucey We don’t expect much from brand emails.... Continue reading
Reblogged May 5, 2015 at QViews
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As I build my understanding of leadership and customer experience, I'm frequently struck by leaders who struggle with the idea of culture. They want to extract the necessary culture to achieve their goals. Unfortunately, culture is so deeply rooted in the behavior of the leaders, that trying to manage it is challenging. Leaders have to manage themselves, model the behavior they want to see, and recognize it when performed by employees. Many people think good recruitment is the key to culture: 'just hire people with the right values.' Unfortunately, smart employees know how to express the values the company has... Continue reading
Reblogged Apr 29, 2015 at QViews
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Recent captures: EQ Heights coffee shop Japan Festival in Hermann Park, with blooming bonsai View from our balcony down Hermann Drive, looking west toward The Galleria Art Car Parade This sky Continue reading
Posted Apr 21, 2015 at QViews
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The homepage of BuzzFeed is a real turn-off for me, but this article by Ben Thompson has me sticking with it. It's not dignified or 'nice,' but it's very real and very hard-working. I think that's what I can respect. The writers and editors at BuzzFeed are working very, very hard to communicate all the news that we want to have online. It's a good way to understand mainstream interests, and it's not ephemeral (although the interests are). Stratechery: Why BuzzFeed is the Most Important News Organization in the World, 2015-Mar-3 by Ben Thompson In short, by not making money... Continue reading
Reblogged Apr 18, 2015 at QViews
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I spend way too much time reading. But occasionally I stumble across something that blows open my mind, making it possible for me to reach the next level of achievement, or something... a higher state of existence. If you want to go there youself, stop reading this and instead read The Web's Grain by Frank Chimero. You'll enjoy it more if you have a big screen and you may want to turn your sound low if people are nearby. I have a habit of drawing circles that represent a day in my life and then to divide it up and... Continue reading
Reblogged Apr 7, 2015 at QViews
We usually write a resume that makes us feel good. Unfortunately we are not the target audience. Asking our business associates for feedback may make us uncomfortable, but it is vital. The more like our targeted hiring managers they are, the better. Career Marketing Coach: A Little Resume Tough Love, 2015-Mar-25 by Debra Rosenfeld …because a resume is a very personal document, and it feels uncomfortable to have qualified people tell you that you need to change your very personal document. It feels much less threatening to ask for advice from people who are not qualified to give it. So,... Continue reading
Reblogged Apr 2, 2015 at QViews
Thanks to Ann Iverson for linking up this classic McKinsey article about customer experience. We are reminded that you can manage your company culture and incentives, but you cannot actually motivate people--they decide to act based on their motivation. All you can do is set the stage for them. When your organizing your team, you have to anticipate a range of good and bad motivations, plan your own reactions, make some announcements, and consider the messages your own actions are sending. Incentives should allow you to elevate some people as role models without generating too much negative competition. It's one... Continue reading
Reblogged Mar 30, 2015 at QViews
Medium: The art of asking: or, how to ask and get what you want, 2013-Sep-9 by Sarah Kathleen Peck [highlight added.] Put the ask on the table. Make it easy to find. Make your wishes known. Give alternatives if you’d like, but stick to two, maximum three. Sometimes it’s easier for people to say yes to one of two options rather than having to choose between many. Stick to just one or two things. Start with small wins. Ask incrementally for specific, small things. Get a foot in the door. Don’t ask for the big thing until you’ve established rapport,... Continue reading
Posted Mar 17, 2015 at QViews
A few companies are already giving data back to their customers, such as Pandora and Waste Management. We should always be looking at the data in our order systems and CRM platform to see how it could strengthen our customer relationships. I believe that in the future, companies will be entitled to request the data we are collecting. Might as well get ahead of that curve. Venture Beat: Why smart companies will start giving back data to their users, 2015-Mar-7 by Brent Dykes of Adobe Just like informed marketers make better decisions, so do informed customers. An automobile maker could... Continue reading
Reblogged Mar 16, 2015 at QViews
Sigh. I'm addicted to learning and not to practicing. It's really biting me now. JamesClear.com: Stop Thinking and Start Doing: The Power of Practicing More, 2015-March We assume that if we knew about a better strategy, then we would get better results. We believe that a new result requires new knowledge. What I’m starting to realize, however, is that new knowledge does not necessarily drive new results. In fact, learning something new can actually be a waste of time if your goal is to make progress and not simply gain additional knowledge. It all comes down to the difference between... Continue reading
Reblogged Mar 14, 2015 at QViews
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Yesterday I was talking with some friends who were trying to raise publicity for a project and they tossed out the "4th largest city" meme with regard to Houston. When we are trying to be influential, we have to understand our status. Houston city limits may provide the meaningless 4th-largest designation, but in terms of influence, Houston is the 10th largest metropolis in America. As a metropolitan area, we are smaller than Dallas, WashingtonDC, Boston, SF and (OMG) Detroit. (Okay, we may be able to displace Detroit soon. But not Dallas, and certainly NOT Chicago.) Houston's weight in controlling the... Continue reading
Posted Mar 2, 2015 at QViews
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So many good ideas and observations have surfaced from the late, great David Carr today. I was not always a fan, but everyone is sharing their favorite clips, and I am blown away by the insights he achieved. Reading the clip below, which says that literature helps us understand things we cannot experience, brought back an important memory for me. After I quit Ogilvy for the second time, I was very bitter and confused about how to work with passion inside an organization. Hypocrisy and pettiness confronted me everywhere I turned. I met a wise older man at a meeting... Continue reading
Reblogged Feb 13, 2015 at QViews
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Maintaining an email-based relationship with a prospect can be very grueling. "Checking-in" emails just don't work. News from our own companies are usually too self-serving. To engage someone by email, we should first sit and think ourselves into their office... even if we've never been there. What's going on in their world? It used to drive me crazy that I didn't know specifics, but news about their city, their industry, their culture works just as well. Of course, sales people have used sports team connections for years... not gonna work for me, but restaurant news can! Chicago Creative Space: How... Continue reading
Reblogged Feb 10, 2015 at QViews
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My assumptions about friends on social media were up-ended by this story in The Atlantic. A well-connected artist decided to get to know her 600+ Facebook "friends" better. Much to her and my surprise, many casual connections were excited to extend their friendship off-line. She visited and photographed them, usually in their homes. My hunch is that social media give us a chance to extend our social life to people we would have liked if we had met them in real life. Also, we can maintain permanent online profiles that help people reinforce their memory and understanding of us. We... Continue reading
Reblogged Feb 6, 2015 at QViews
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For most of us marketers, printing has become a luxury. We don't avoid printing because we think people don't enjoy it (when done properly). We don't avoid it because it isn't profitable (when done properly). We avoid it because it requires a capital outlay and a risky expense that we can avoid by putting our message out digitally. NY Times: Catalogs, After Years of Decline, Are Revamped for Changing Times, 2015-Jan-25 by Rebecca R. Ruiz Some of their catalog forays, however, barely resemble the traditional merchandise book. These days, retailers are employing devices like adventure tales and photo spreads of... Continue reading
Reblogged Feb 3, 2015 at QViews
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Using Twitter and Facebook to create strong relationships with people you've never met is much more challenging than people realize. (LinkedIn is easier because it stays on professional topic 90% of the time.) I once offended someone I really admire by trying to be funny on Twitter. Two years later, I still wince when I think about it, and she offered me no opportunity to apologize... just decided I was a troll. Fortunately, she didn't share her opinion with anyone else (that I can tell). Mark Suster has published an excellent list of tips on Inc., linked below, although I... Continue reading
Reblogged Jan 30, 2015 at QViews
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After earning an MBA, after spending 30 years reading about business strategy, after dozens of seminars and webinars and coaching sessions, business educators find it hard to stump me. In my struggle to market Steady CRM, my value proposition is an approximation, nothing that's providing any traction yet. Potential customers nod, but they do not buy. Harvard B-School teacher Frank Cespedes has great advice for honing our value propositions (see below). His "invisible differentiation" may not be the only problem I have, but it's the only problem I can address immediately... I'm confident that better customer relationship management reduces marketing... Continue reading
Reblogged Jan 21, 2015 at QViews
Posted Jan 20, 2015 at QViews
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Sometimes there's something you know but you need to hear it in a new way, in a way that it sticks out better in your thinking. Sometimes you need to hear it several different ways until you think, I KNOW this... why don't I act like I know it?? I bought Brooks Palmer's Clutter Busting a couple of years ago, and it helped. Now I'm reading about Marie Kondo's The Life-Changing Magic of Tidying Up. But what's really sticking out are the remarks by economics journalist Tim Harford, who rephrases things into the format of behavioral economics. 1. Status quo... Continue reading
Reblogged Jan 12, 2015 at QViews
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As a creative professional, I have struggled to find a place to work where my creativity is supported. If I had seen myself as a creative when I started my career, it might not have been so challenging. But I knew that I was not an artist, nor a writer, nor even a software developer, so the right career path was elusive. I have never fit into any pigeonhole. The turning point for my self-image was the birth of Fast Company magazine, which profiles professionals like myself who develop business ideas, not artistic ideas. In the 1990's I ran a... Continue reading
Reblogged Jan 10, 2015 at QViews
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The announcement that the NY Times is discontinuing the "You're the Boss" column now that it's originator, Loren Feldman, is leaving... sent me into a little panic. So I went careening through recent posts to get what inspiration I could before it fades from memory. Tech company founder Rebekah Campbell talked about wanting to hire a talented guy despite his exhibiting sexist behavior during the interview. That story led me to think about my own leadership challenges. As the co-founder of the non-profit alumni association Columbia Club of South Texas, I urged the other founders that we set up a... Continue reading
Reblogged Jan 7, 2015 at QViews
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When leaders are admonished to 'be authentic' they sometimes translate that as 'stick to your knitting' or 'to thine own self be true.' Actually, leaders must always aspire to being better at what they do, and that means changing. HBR.org: The Authenticity Paradox, 2015-Jan by Herminia Ibarra When we look only within for answers, we inadvertently reinforce old ways of seeing the world and outdated views of ourselves. Without the benefit of what I call outsight—the valuable external perspective we get from experimenting with new leadership behaviors—habitual patterns of thought and action fence us in. To begin thinking like leaders,... Continue reading
Reblogged Jan 6, 2015 at QViews