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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
Verizon Smart Rewards was a disappointing program from the beginning, and in reaction to customer feedback, Verizon is launching a new program called Verizon Up. When the Smart Rewards program was launched we noted that Verizon's chief technology officer was actually quoted as saying Verizon's goal was to accumulate lots... Continue reading
Posted 3 days ago at Steady CRM
Pizza lovers have to pick their poison to rack up free pizzas. Pizza Hut, Papa John's, Domino's (and others, I'm sure). All now have 'earn a freeby' programs that are pretty clear and friendly. Hut Rewards has generated a lot of excitement because during launch--now until October 1, you can earn a free pizza by spending as little as $50 online. The important point is that you've got to stick with a supplier! Online and mobile ordering are also usually required, and you'll still pay tax, tips and delivery charges. I expect this to become the industry standard, like frequent... Continue reading
Posted Aug 10, 2017 at QViews
Power allows people to demand loyalty they haven't earned, but I'm not sure it should even be called loyalty. We usually call it "coerced loyalty" but the important thing is that it's not based on a track record of mutual trust. The interplay between trust and loyalty has been amazingly examined in Kendrick Lamar's LOYALTY video, directed by Dave Meyers & the little homies, featuring Rihanna. I'm not sure the point comes across in the lyrics as clearly as it does in the video, which contrasts coercive and trust-based loyalty vividly. Loyalty, loyalty, loyalty Tell me who you loyal to... Continue reading
Posted Aug 8, 2017 at QViews
The Walgreens "Balance Rewards" program is now 5 years old but stays on the leading edge of technology, creating innovative customer experiences such as "refill by scan" for the smartphone. They are doing an exceptional job of merging digital and in-store shopping, with over half their app users enjoying the... Continue reading
Reblogged Aug 7, 2017 at Steady CRM
The designers of loyalty programs want to punch our buttons, getting us to spend more, to increase their profits, and to promote them to our friends. We ought to consider these actions more carefully. Tristan Harris has a similar effort underway to get people to limit behavioral conditioning from apps... Continue reading
Reblogged Aug 6, 2017 at At LoyaltyMinder
Trim App Techcrunch: Trim Will Find Your Subscriptions, Cancel Those You No Longer Want , 2015-Nov-9 by Sarah Perez (@sarahintampa) Powered by the API platform Plaid, Trim is able to integrate securely with 15,000 financial institutions across the U.S. to pull in credit or debit card data, or roughly 98... Continue reading
Posted Aug 1, 2017 at At LoyaltyMinder
Plaid: Channeling the power of identity data, 2017-Jul-27 by Eric (Showen?) Recent innovation in financial services has allowed consumers to share their data in the platforms of their choice. These data run the gamut from historical transactions, to payments info, to income data, and tax info. But while ecosystem participants... Continue reading
Posted Aug 1, 2017 at At LoyaltyMinder
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 Jul 25, 2017 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 Jul 24, 2017 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 Jul 21, 2017 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 Jul 19, 2017 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