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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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The MobileBridge Momentum Platform is the most developed blockchain loyalty solution I've seen, although it doesn't have a track record yet. Consumers certainly want rewards they can use outside the company that provides them, and we have that now with multi-retailer platforms like Nectar, as well as offerings from American Express Membership Rewards. What struck me about Momentum is that a company using the platform is expected to set up the rules for its own rewards, having the ability to customize their own reward program but still use the underlying platform, and allowing them to evolve their program. It made... Continue reading
Posted 13 hours ago at QViews
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The absolute best result we can get from a loyalty program is that it gets customers more involved with the brand. NY Times: Meet the People Who Can’t Get Enough Hotel Points (You’ll Learn Something), 2018-May-15 by Alan Blinder “I’ve had a chance to read some of your posts,” Mr.... Continue reading
Posted yesterday at Steady CRM
Theresa Quintanilla added a favorite at The Red HOT Pen
3 days ago
Theresa Quintanilla added a favorite at The Red HOT Pen
3 days ago
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Early in my career, I had mentors who steered me wrong. They encouraged me to follow the business mainstream in a way that was just wrong for me. I don't blame them: I was hard to understand. It took me years to understand myself. Since then I have avoided having a mentor, but reading these articles has convinced me that even at my age, I could use a sponsor. I hope I can find someone who appreciates what I can contribute and will help me find a good place to use it. Fortune: Why I'm Over Women's 'Empowerment', 2017-Jan-17 by... Continue reading
Posted 4 days ago at QViews
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Making sure the employees appreciate and have access to our company's products is key to building loyalty. Quartz at Work: Hilton Hotels' newest upgrades are strictly for staff, 2018-Apr-2 by Oliver Staley “Our mission is to be the most hospitable company in the world, and you can’t do that without... Continue reading
Posted 6 days ago at Steady CRM
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A frustrated or disappointed customer = an opportunity. MyCustomer.com: How to be more human, 2018-May-8 by Jeanne Bliss The first ground rule at Warby Parker is “treat customers the way you’d want to be treated”. When you call them, with those crumpled up glasses in your hand, or for any... Continue reading
Posted May 10, 2018 at Steady CRM
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Like West Elm, Foot Locker is strengthening the appeal of their stores by supporting local businesses. As more of us avoid national (non-local) retailers as much as possible, this strategy will become more common. Quartz: Foot Locker’s CEO says “retail apocalypse” headlines are missing the point, 2018-May-4 by Marc Bain... Continue reading
Posted May 7, 2018 at Steady CRM
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My father used to say... "I was looking for a job when I found this one." Always be looking. Harvard Business Review: Stay Confident During Your Job Search by Focusing on the Process, Not the Outcome, 2018-Apr-27 by Art Markman In a job interview, the person sitting across from you is trying to project what it will be like to work with you. Your confidence in answering questions is a big part of these judgments. The more worried you are that your job search is dragging on, the less likely you are to project the sense that you will handle... Continue reading
Posted May 7, 2018 at QViews
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What are my passions? building strong relationships where I can be loyal learning, practicing and sharing what I've learned exploring cities and capturing their beauty supporting artists and helping others enjoy art designing innovative systems to improve the world I've never been employed to pursue my passions, so I've ended up self-employed several times. But I've never been able to figure out how to make money working for myself. If you know of a place where I can work in pursuit of any of these passions, please let me know. Continue reading
Posted May 3, 2018 at QViews
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When we look at our value exchange with a gym, the most challenging part is maintaining our participation. For years, shortsighted gyms have enjoyed excess profits from people who pay but don't use the facilities. Now 24 Hour Fitness is confronting the issue and testing many different ways to keep... Continue reading
Posted May 2, 2018 at Steady CRM
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The pain of General Data Protection Regulation (GDPR), the European Union's new privacy law which becomes effective in May, is truly present in the necessity of expiring some customer data and archiving the customer's consent to receive messages. Welcome new fields into the customer database and schedule regular data purges. The good news is that we can no longer delay confirming our customers' interest. We should all be using this opportunity to upgrade our customer relationships. Really Good Emails: Examples of GDPR Consent Emails from MacDonalds, AutoTrader, ReturnPath, udemy, and Archant. Seth's Blog: GDPR and the marketer's dilemma, 2018-May-1 by... Continue reading
Posted May 1, 2018 at QViews
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With all the changes flying around the brick-and-mortar channel of retail commerce, it can be very difficult to organize what we're learning and figure out how to apply it. A professor at the Fashion Institute of Technology, Shelley Kohan, offers an excellent way to organize a strategy, based on her... Continue reading
Posted Apr 30, 2018 at Steady CRM
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For most of us, loyalty is earned. When someone has shown themselves to be dependable and trustworthy, we begin to feel loyal. We prefer to work with them, and eventually, we may stick our neck out for them. When someone tests our loyalty or tries to purchase our loyalty, that generally means they know they can't earn it. Continue reading
Posted Apr 25, 2018 at QViews
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This Marriott promotion is so much fun. It makes it such a privilege to be a member of their loyalty program. Adweek: Why Marriott Continues to Bet Big on These Incredible Pop-Up Hotel Rooms at Coachella, 2018-Apr-12 by Katie Richards Marriott is offering guests a chance to stay in yurts,... Continue reading
Posted Apr 24, 2018 at Steady CRM
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Texting, emailing, slacking (a communication thing now--right?)... all these channels rely on typed words with no vocal nuance. This lean messaging can also lead to being confused and getting ignored. Behaviorally-focused messages can be patterned for success. Okay, let's C.L.E.A.R. a message, as designed by Bill Jensen, author of Simplicity and many other books and tools. The message could be an email, or a multi-part text, or even some meeting notes after the face-to-face. For the first sentence or phrase, communicate how the message is CONNECTED to what the recipient does, or wants to be doing, or to accomplish: "Since... Continue reading
Posted Apr 19, 2018 at QViews
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When we first heard about MunchMoney innovating restaurant loyalty, we thought hmmm... maybe we'll wait and see if this succeeds before we talk about it. Then we saw an article about an investment analyst who downgraded Starbucks stock because they had lagging loyalty-card signups. Loyalty programs can drive both profits... Continue reading
Posted Apr 18, 2018 at Steady CRM
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When you have a meaningful relationship, it can be disloyal NOT to speak up. Seth's Blog: Exit, voice and loyalty, 2018-Apr by Seth Godin Voice matters. Loyalty, then, could be defined as the emotion that sways us to speak up when we're tempted to walk away instead. When your loyal customers speak up, how do you respond? When you have a chance to speak up but walk away instead, what does it cost you? What about those groups you used to be part of? I've had the experience several times where, when my voice ceased to be heard, I decided... Continue reading
Reblogged Apr 10, 2018 at QViews
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Branded content thrives on customer curiosity. I think that's an amazing insight! Campaign (Asia edition): Brands needs to make loyalty, not content for content's sake: Marriott marketer, 2018-Mar-28, Interview of Tony Chow, APAC director of creative and content marketing for Marriott International, by Soon Chen Kang Citing American Express as... Continue reading
Posted Apr 6, 2018 at Steady CRM
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I first came across Adam Galinsky's work when his excellent TED talk "How to speak up for yourself" came out. Now he's published an article and video "Are Gender Differences Just Power Differences in Disguise?" As usual, he looks at the issue from several different angles and explains the experiments he used to test his theory as a social psychologist. Most importantly, he points out that power and status have a tremendous impact on performance. Feeling less "able" makes us behave less competently, even if we have more ability than we realize. He encourages business leaders to improve the overall... Continue reading
Posted Apr 2, 2018 at QViews
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Three Accenture consultants recently published an article on the Harvard Business Review's blog. We're relieved to see it hasn't been published in the magazine (so far) because it's a pretty blatant pitch for their services. HBR.org: Marketers Need to Stop Focusing on Loyalty and Start Thinking About Relevance, 2018-Mar-21 by... Continue reading
Posted Mar 30, 2018 at Steady CRM
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Signing up for an email newsletter used to be a risky business, but two things have dramatically lowered the risk. Unsubscribing has become a more reliable process, with many companies offering a 'less frequent' option. Users have figured out how to avoid having newsletters get in the way of more urgent messages. (Plus, urgent messages just don't go through email that often anymore.) Now we're experiencing an amazing flowering of email newsletters. small-base newsletters are becoming more important engagement is more prized than reach newsletter variety has exploded. Here's a good recap of what's happening with publisher newsletters, from NiemanLab:... Continue reading
Posted Mar 29, 2018 at QViews
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Although the Redcard program continues to be very successful, Target is experimenting with ways to compete more effectively with Amazon Prime. In our opinion, Target should push their community connections more strongly, countering Amazon's reputation for exploiting employees. Minnesota StarTribune: Target to test new loyalty program as Redcard growth has... Continue reading
Posted Mar 22, 2018 at Steady CRM
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Reading this article made me remember that I've lately been filling the 'liminal space' in unproductive ways. Playing with my iPhone helps me avoid worrying but using the time to observe and release my anxieties is much more productive. Katie Malachuk: The Cool Boredom of Being a Grown-Up, 2017-Oct-17 Thanks to meditation, I better understood that anxiety was a common reaction to the uncertainty of human life. On its face, human life is uncertain. We’re here but don’t know why or for how long, and we never really know what is going to happen next. Of course we’re anxious. That... Continue reading
Posted Mar 20, 2018 at QViews
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Don't all of us install apps out of curiosity? Occasionally, we may have a job to accomplish, but often we just want to see what we "could get." Facebook recently studied the behavior of users in Australia, Indonesia, Malaysia, the Philippines, Singapore, and Thailand. (I wonder if that sample was... Continue reading
Posted Mar 19, 2018 at Steady CRM