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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
We now have so many excellent CRM applications available, the challenge is finding one that can fit the processes that you will actually use. Clearhead: You Can't Buy Personalization, 2017-Jul-18 by David J. Neff You can’t buy personalization. Why not? Because it’s not a single technology point solution. Don’t get me wrong: when it comes to technology point solutions you can buy product recommendation tools. You can buy testing tools that allow personalization. You can buy audience segmentation tools. You can even buy a data warehouse. But you can’t buy personalization. So why not? To personalize in a meaningful way... Continue reading
Reblogged 15 hours ago at QViews
We find it easy to be nostalgic about air mile chasing. In the beginning, the big challenge for the airlines was to get people off the ground. That was also the case after 9/11. I remember the VP of Marketing for Continental Airlines telling us, "We discovered how to overcome... Continue reading
Posted yesterday at Steady CRM
What I've learned over the last couple of days... is that... McCafe is the nexus for McDonald's next step into CRM as amplified by customer experience revolution. Many people think that digital purchase platforms will be key... but I believe the leverage provided by a strong digital purchasing platform is... Continue reading
Posted 5 days ago at Steady CRM
The story of Mike D'Antoni and Starbucks is entertaining, and I'm glad Jake Fischer asked D'Antoni to explain it because it brings up some of the complexity of loyalty. Visiting Starbucks is a daily morning obsession with D'Antoni, wherever he travels. He admits that he's less in love with the... Continue reading
Posted Nov 14, 2017 at Steady CRM
Last month Fast Company co-founder Bill Taylor sent an email newsletter that resurrected a story about Vince Lombardi which resonates so strongly these days when everyone seems intent on belittling everyone else. It also reminds me that the greatest achievements of my life have occurred when working on teams. Bill Taylor wrote: reminded me of an essay I wrote for HBR on Lombardi’s surprising message for businesspeople who like to draw lessons from sports. What was that message? That love is more powerful than hate. “The love I’m speaking of is loyalty, which is the greatest of loves,” Lombardi... Continue reading
Posted Nov 13, 2017 at QViews
A huge challenge for marketers is integrating social media activity into the CRM. It's not enough to have links to the social media profiles. We need to be able to tap into the data stream coming from those profiles. Here's an excellent story about how Marriott is innovating around this... Continue reading
Posted Nov 10, 2017 at Steady CRM
Narratives have traditionally been entertainment or history. The call to use them in advertising has had mixed results. We are finding more coaches who are pointing out HOW to design a narrative that works for a commercial message. Medium: Helping leaders tell strategic stories, 2017-Oct-24 by Andy Raskin One of the most powerful ways to turn prospects into aspiring heroes is to pit them against an antagonist. Continue reading
Posted Nov 6, 2017 at QViews In some cases the market has moved beyond pilot projects. There are a handful of offerings available to users that want to apply blockchain to loyalty. Loyyal for example, the vendor working with CapGemini, offers a platform for a blockchain loyalty app that uses smart contract technology to reduce... Continue reading
Posted Nov 3, 2017 at At LoyaltyMinder
Neil Perkin processing Chris Smith's work... Platforms may be able to charge access fees for joining the platform and/or usage fees for using it. The former will impact the number of users on the platform, the latter the number of interactions/transactions between users (for example software creators will often charge... Continue reading
Reblogged Nov 1, 2017 at At LoyaltyMinder
When Starbucks was spreading across the country, I was really excited about its culture and the way it makes it easy for people to hang out, but I could never get used to the coffee. "Dark roast" always tastes burnt to me. And they serve everything too hot for me... Continue reading
Posted Oct 24, 2017 at Steady CRM
Independent retailers like Zadok are finding it easier to provide the same level of CRM and customer service as the big chains. Press Release Mi9 Retail, a leading provider of omni-channel retail software, is pleased to announce that Zadok Jewelers has selected the Mi9 Retail end-to-end jewelry suite to modernize... Continue reading
Reblogged Oct 20, 2017 at Steady CRM
This is an entry from the EDGE 2008 question book by John Brockman: “What Have You Changed Your Mind About?" “ESTHER DYSON Chairman, EDventure Holdings; trustee of the Long Now Foundation; author of Release 2.0 Controlling Your Own Data For a long time, I thought people would start effectively protecting... Continue reading
Posted Oct 18, 2017 at At LoyaltyMinder
I would prefer not to use Facebook, but I would prefer not to drive a car, and I'm not getting anywhere on exercising that preference either. I drive. I use Facebook. I know what I think about cars, traffic, and air pollution. I'm not sure what to think about Facebook. My customers and their customers are using Facebook, so it's important for me to figure it out. This article points out that different people see and use Facebook in different ways. Quartz: There are only four types of Facebook users, researchers have found, 2017-Jul-12 The massive social network is more... Continue reading
Posted Oct 17, 2017 at QViews
Jim Stone, PhD How Much Diversity Can We Handle? If diversity is good, why does it have to be so stressful? Posted Sep 30, 2017 in Psychology Today Do you engage with an open mind and try to figure out how to take the best parts of your upbringing... Continue reading
Posted Oct 16, 2017 at At LoyaltyMinder
I used to think that websites are pivotal for customer experience, but for retailers, mobile apps are clearly displacing the web site. Shopping for clothing and anything with a high-touch component moves the pivot point to mobile, where a user can be interactive online and in the store at the... Continue reading
Posted Oct 16, 2017 at Steady CRM By BRAD STULBERG AUG. 22, 2017 I think far better than striving for balance is striving for what psychologists call internal self-awareness, or the ability to see yourself clearly by assessing, monitoring and proactively managing your core values, emotions, passions, behaviors and impact on others. Put differently, internal self-awareness... Continue reading
Posted Oct 10, 2017 at At LoyaltyMinder
'Our minds can be hijacked': the tech insiders who fear a smartphone dystopia Google, Twitter and Facebook workers who helped make technology so addictive are disconnecting themselves from the internet. Paul Lewis reports on the Silicon Valley refuseniks alarmed by a race for human attention A decade after he... Continue reading
Posted Oct 7, 2017 at At LoyaltyMinder
"the INFJ personality type is very rare, making up less than one percent of the population"... If that's true... we have a problem. Penelope Trunk: The corollary for an INFJ is they are shocked to hear that half the world does not care about values. The INFJ feels they are... Continue reading
Posted Sep 20, 2017 at At LoyaltyMinder
Why loyalty is more about habits than goals. Farnam Street: Habits vs. Goals, 2017-Jun-7 by Shane Parrish We all have goals, big or small, things we want to achieve within a certain time frame. Some people want to make a million dollars by the time they turn 30. Some people... Continue reading
Posted Sep 18, 2017 at At LoyaltyMinder
The seminal story about building habit-forming applications. For good and bad reasons. Nir & Far: Hooks: An Intro on How to Manufacture Desire, 2012-Mar by Nir Eyal We’re on the precipice of a new era of the web. As infinite distractions compete for our attention, companies are learning to master... Continue reading
Posted Sep 18, 2017 at At LoyaltyMinder Books about habits: Stephen R. Covey, Seven Habits of Highly Effective People Change Anything, by the guys at VitalSmarts: Switch, by the Heath Brothers The Power of Habit, by Charles Duhigg Better Than Before by Gretchen Rubin The Zen Habits by Leo Babauta Continue reading
Posted Sep 15, 2017 at At LoyaltyMinder
Strides "" is the copyright holder. is the company of developer Kyle Richey, Dayton, OH area Productive ( is from Apalon Apps in Belarus This is a relatively large company for the category. Done ( is by a designer whose company is treebetty ( treebetty generally... Continue reading
Posted Sep 15, 2017 at At LoyaltyMinder
Friday afternoon is the right time to write this post, although I suspect I shouldn't publish for a few days... I'm embarrassed about the fact that Harvey was a major inconvenience in my life. Not a tragedy. Not a detour. Not a sacrifice. Our family suffered no losses during/after Harvey except the ability to show up to our jobs and earn more money. (Except for my son, who has managed to hold onto a traditional salaried job, which he resigned right before Harvey but, considering, they ask him to continue for a few more weeks.) The rest of us are... Continue reading
Posted Sep 8, 2017 at QViews
When growth stalled at Whole Foods, investors demanded management changes, but CEO John Mackey's job was saved by Amazon purchasing the company. To get growth flowing again, Amazon will prime the pump initially with lower prices at Whole Foods, then try to pump members of its loyalty program, Amazon Prime,... Continue reading
Reblogged Sep 4, 2017 at Steady CRM
Doc Searls sits on the board of this company. Crunchbase: Overview UPDATE Acquisitions 1 Acquisition Total Equity Funding $10.64M in 6 Rounds from 8 Investors Headquarters: Farnham, Surrey Description: allows consumers to gather their personal data and share it with businesses in a mutually beneficial value exchange. Founders:... Continue reading
Posted Aug 31, 2017 at At LoyaltyMinder