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Jenn McMillen

Jenn McMillen
Jenn McMillen is Founder and Chief Accelerant of Incendio, a firm specializing in customer-facing initiatives, whether it’s marketing or technology. She was the VP of Loyalty and CRM for GameStop & Michaels.

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,...

6 Gifts That Keeps Giving: CX Lessons From The 2023 Holiday Season

In the classic holiday story “The Gift of the Magi,” the heroine sells her beautiful hair so she can afford to buy her young...

6 Brands That Could Change Loyalty & CX Trends In 2024

If customer relationship marketing were to be recognized for its innovation, the best likely measure of it would be the millions of loyalty programs...

If CVS’s ‘True Cost’ Drug Pricing Passes The Test, It Could Save An Industry

CVS’s store receipts may stay long, but its prescription slips are about to get shorter. CVS Pharmacy is reformulating how it will price Rx drugs...

How Target, Kohl’s And Others Are Breaking The Shopper ‘Bracket’ Habit

This holiday season, an increasing share of gift givers are shopping with the phrase “you shouldn’t have” in mind. Four in 10 consumers said they...

Swifties, Privacy And Hollywood: Why Retailers Should Be Grateful

Retailers might not be thankful for “50% off” signs, but as they barrel toward Black Friday, they should be thankful for Turtles, toddlers and...

Over The Barrel With Dolly – Cracker Barrel Ties National Treasure To Its Rewards

Dolly wants a rockin’ good time. And, being Dolly, she wants you to have one, too. By extending its ongoing relationship with Dolly Parton to...

7 Ways Male And Female Holiday Shoppers Differ

Is a “50% off” sign more masculine or feminine? Product promotions aren’t typically designed to be either, but it’s something retailers might want to...

Amazon’s Holiday Kickoff Event Reveals 9 Retail Lessons

There was a major run on protein shakes and AA batteries earlier this month. If there’s one indication of the opportunities Amazon Prime Big...

5 Measures of Starbucks’ Odyssey, A Journey-Based Loyalty Concept

Let’s assume that most Starbucks Rewards members are regular coffee drinkers. How many would be willing to give up a free Grande Pumpkin Latte...

Walmart Has A New Rewards Plan. How It Holds Up To Amazon Prime

When two 800-pound gorillas fight over the same prized banana, the key to victory isn’t the size of the blows; it’s the delivery. And...

Following The (Carbon) Footprints To Secondhand Fashion’s Fate

  Anyone who doubts that sales of secondhand clothing can outpace those of new clothing should check out the price of a pair of used...

Saved By The Bell: How Retail Can Boost Last-Minute Sales

This back-to-school season, let’s root for the procrastinators. For they may be the ones who make retail sales add up. At this point in the...

The Skeleton In Halloween’s Closet Is All About Size: 6 Ways To Fix It

Can a 12-foot skeleton be bested by a fun-sized candy bar? Thanks to shrinkflation, it may. Yes, Home Depot’s giant lawn ornament, nicknamed Skelly, sold...

Are Your Prices Scaring Off Customers? Try These 5 Loyalty Tactics

Loyalty apparently does have a price. For many shoppers, that price might be $5.11. That is what Americans are paying today, on average, for a...

3 Ways The Amazon Fresh Extension Can Put Prime’s Value At Risk

How many $4 fees add up to a $139 privilege? Amazon is about to find out. The online retailer and owner of Whole Foods and...

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