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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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Evan Malter has been a small business owner serving small business owners. Now he is innovating ways to help them finance their growth. His new venture, ZipCap, provides 12-month term loans to small businesses which can get 100 or more customers to pledge to spend a minimum amount during the year. The amount of the loan is based on the total amount pledged, and it's early days to know whether this concept will work. Based on my experience with small business owners, I do think this idea has good prospects. New owners often get freaked out about short-term profitability, which... Continue reading
Posted 14 hours ago at QViews
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We all have our issues with social media. As soon as we get comfortable it changes. Unfortunately, that's an advantage! The tools are getting better in many respects. It's not a smooth road but it does lead to greater awareness. Anyone interested in growing a business, building a career, and developing strong relationships has no choice but to start paying attention and participating. Not constantly, but with a sense of obligation. Our friends and associates are out their sharing their experience and views and we have to acknowledge them. We can actually insult them if we don't. It's just the... Continue reading
Reblogged 5 days ago at QViews
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If you have a restaurant and customers use Facebook to announce their presence, do those customers expect the restaurant to notice? What if they are checking in frequently? Do they feel the restaurant should acknowledge them? We don't have good answers yet, but as this Harvard Business Review article points out, large chains like Starbucks now have access to this information and can integrate it into their loyalty programs. We expect that as customers experience such benefits at our competition, the customers will expect us to catch up at some point. Harvard Business Review: The Internet of Things is Changing... Continue reading
Reblogged Jun 13, 2015 at QViews
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Two of my Facebook friends are deceased now, but they are still in my Friends Count. Of course, I appreciate seeing their names although I don't visit their profiles. I do remember them fondly when I see their names in the list. Deceased customer names in a marketing database? Not such a good idea. Unfortunately most marketing databases are cluttered with the names of people who moved away or aged out of our market or just rearranged us out of their lives. We compete not only with chance events but with competitors who are stealing our customers. If we don't... Continue reading
Reblogged Jun 11, 2015 at QViews
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Most of us believe we have to talk in order to be persuasive, but one of the best ways is to ask good questions, listen to the answers, and integrate those answers into the way forward, acknowledging the person who contributed. PeterBregman.com: If You Want People to Listen, Stop Talking, 2015-May-26 by Peter Bregman It is easy to fall into the habit of persuasion by argument. But arguing does not change minds — if anything, it makes people more intransigent. Silence is a greatly underestimated source of power. In silence, we can hear not only what is being said but... Continue reading
Reblogged Jun 5, 2015 at QViews
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At the leading edge, our competitors are now focusing on customer success in order to grab more market share. Relationships are all well and good, but the way to know if a relationship is really working is to monitor the success of our partner. CRM software is designed to help us manage ALL our relationships: customers, prospects, teammates, and suppliers. Now we have a new software platform called Customer Success Management. Developed for companies that depend on software-as-a-service (SAAS) subscription renewal and growth, the technology imports data from ERP as well as CRM and social media accounts to monitor growth.... Continue reading
Reblogged Jun 4, 2015 at QViews
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I was reading about the difference between conservative and liberal worldviews, and the author classified loyalty as part of the conservative worldview. That makes sense, but I think it speaks to the traditional definition of loyalty as a sort of tribal value. Loyalty in a business sense is about an enterprise including in its long-term plans a commitment to recognizing and rewarding its supporters. Supporters will include customers and many other types of people who want the business to thrive. Loyalty leads to increased profits, or improved operating margins for a nonprofit. Loyalty is provided by people, not by 'customers'... Continue reading
Reblogged Jun 2, 2015 at QViews
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Whenever I become the customer of a new web service, I'm often offered the opportunity to get reward points or even discounts for promoting the service on social media or for recruiting my contacts to join. While it's not offensive, it's usually pretty useless. It's too early for me to recommend a service I just joined. I'm not the "advocate" personality type. Customer advocates are one of the very cheapest and most credible ways to promote our businesses. Unfortunately, satisfying customers and creating advocates are very different processes. A 2010 case study from Harvard Business Review found NO overlap between... Continue reading
Reblogged Jun 1, 2015 at QViews
This is a loyalty journey People want to be loyal, they want to help your business succeed, but you're just providing them a free chair and selling them a cup of coffee. They don't see a way to contribute. You have to put a little structure on it. Continue reading
Posted May 31, 2015 at QViews on Loyalty
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Part of being a leader is making sure the vision is communicated. As an innovator, I find that extremely difficult because I don't like repeating myself. I want to find a NEW thing to say. I work hard at being a good leader, but I may be missing the very first step. So onto my check list goes: Did you repeat yourself today??? First Round Review: 42 Rules to Lead by from the Man Who Defined Google's Product Strategy, 2010-Apr-2 by Jonathan Rosenberg #1 Be a broken record. “When you think you’ve communicated something too much, you’re probably just beginning... Continue reading
Reblogged May 29, 2015 at QViews
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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