Jenn McMillen
Jenn McMillen
Incendio Founder Jenn McMillen has been building and sharing expertise in the retail industry for 20+ years. Her expertise includes customer relationship management, shopper experience, retail marketing, loyalty programs and data analytics. She's a retail contributor for Forbes.
4 Ways Consumers Can Benefit From Walmart’s Digital Shelf Pricing
Walmart will soon join a number of retailers in replacing on-shelf price stickers with easy-to-change electronic labels. What does this cost-saving move offer customers? By...
Warby Parker Sees Online Growth Surge. So Why Open 600 More Stores?
The average American is expected to purchase nearly four pieces of eyewear in 2024. To Warby Parker, those frames can build a lot of...
Restaurant Prices Surge. Are Supermarkets Responding Competitively?
Clamshell container or plastic? U.S. consumers might gripe about rising food prices, but when it comes to tonight’s meal, many opt to shell out...
Do Political Parties Matter When It Comes to Brand Loyalty?
Is your reward program a donkey or an elephant? And if you know, what should you do about it? It’s a highly timely question, because...
Finding Gold When An Endorsement Goes Off Course: The Olympics Edition
Outside the stadiums and arenas where the 2024 Paris Olympics will make sports history, a career-making competition is taking place. It’s for consumers, not...
Wordle, Ulta And the Beauty Of Rewards Gamification
What’s a five-letter word for “rewarding” in the beauty category? Ulta Beauty just finished testing a gamification program that might reveal the answer. The program,...
TikTok Shop Now Has 500,000 Sellers. But Who Are The Buyers?
TikTok is great at transforming creative little videos into mass-consumed art, but it’s even better at math. Take the ratios behind the launch of its...
If Department Stores Like Macy’s Evolve, What Will They Evolve Into?
Can department stores evolve enough to regain relevance? It might take more than the magic of Macy’s. The storied department store chain in February said...
Building A Global Rewards Program For The U.S. – 4 Essentials
Loyalty program designers, there’s a big difference between promising your members the world and delivering a world experience. The trick is delivering the world...
7 Amazing Ways Costco Boosts The Consumer Economy
If you buy stock in Costco, then you’re basically buying stock in chickens, gold and hotdogs. And you have two legendary retail leaders to...
Kroger-Albertsons, Aldi And Grocery Prices: How The 3 Add Up
When a store charges less than $2 for a 12-ounce package of cereal, it’s not thinking outside the box; it’s thinking inside it. Which makes...
3 Customer Frustrations With Loyalty Programs, The 2024 Edition
Sure, reward points and perks are a nice cost of entry. But based on consumer feedback, loyalty programs in 2024 might want to consider...
From Bait-And-Switch To Roach Motels: Common Dark Patterns Schemes
Every day, millions of online shoppers face substantial risk of unwittingly giving too much away – money, information, privacy. To some retailers, this might...
8 Ingredients To Cava’s Growth Plan That You Can Carry Away
Price and promotion might be the key proteins of retail operations, but make no mistake, there’s a lot to be learned from what’s inside...
10 CX Lessons From Newsweek’s Best Retail Loyalty Programs
Despite the technology and complexities required to run loyalty programs today, the premise behind them remains fairly simple: keep doing business with us, and...
Hunger Games: The Commercial And CX Implications of Weight-Loss Drugs
Imagine that an activity you’ve always loved, like cooking or hiking, suddenly turns you off. Now picture nearly one in 10 people experiencing the...
6 CX Reasons Retailers Should Love Valentine’s Day In 2024
Here’s a fun fact to melt your hearts: This Valentine’s Day, romantics and even un-romantics are expected to spend enough on candy, roses, jewelry...
How Sephora, Best Buy, Sephora And More Talk About Reward Program Changes
Let’s see a show of hands. How many people in the past year received at least one email from a loyalty program notifying them...
4 Pet Projects In Retail That Reveal Much About CX
How much do Americans spend on non-human family members? Put it this way: If everyone put lipstick on their pigs, they might spend as...
Walmart, Target And Amazon Are Returning To Bins. What Does It Resolve?
Forget about restocking returned merchandise. Top retailers today are taking their customers’ refunds out to the bins. Not garbage bins. Rather, retailers such as Walmart,...