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.
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...
Is Fast-Casual Fashion A Fad, Or A New Retail Rival?
Panera swimsuits are selling like hotcakes. What’s next? In June, the quick-serve chain introduced its latest fashion line, “Swim Soups: the You Pick 2 Collection,”...
Can Poly-Rewards Work In The U.S.? The Case For ‘Open’ Loyalty
Most people play the dating field before committing to the “one.” When it comes to their retail commitments, however, the “one” is usually many...
A Guide To Keeping Porch Pirates Away
Amazon Prime Day just wrapped up, and the porch pirates are set to sail. While many retailers from Target to Home Depot have recently reported...
‘Avamalls’ Could Be Next For Virtual Stores By J. Crew and Bloomingdale’s
Across the retail landscape, more stores are being built with bytes, not bricks, and that virtual shopping path could lead to a new kind...
Little-Known Reward Perks From Amazon, Starbucks & Ikea. Can Marketing Help?
Think of them as the size 5-shoes stored against the back wall of a department store. Or the small heap of kiwi fruit between...
Forecasting For Weather Events: A 4-Step CX Guide
If the retail industry doesn’t think Mother Earth wants to have a word, it only has to put its ear to the ground. The consequences...
5 CX Strategies of Amazon Anywhere – For All Retailers
Eight in 10 retailers have said they plan to sell their goods through additional digital channels in 2023. Leave it to Amazon to level...
How To Make The Most Of Paid Loyalty Programs: 5 Rules
It’s no revelation that consumers like to get free stuff. If a loyalty program can convince its members that they’re getting something for free...
4 Selling Points Of Target’s Curbside Returns – And 1 Missed Opportunity
<img src="https://customerthink.com/wp-content/uploads/Returns_with_Drive_Up_2-350x233.jpg" alt="Image provided by Target" width="350" height="233" Can a too-small pair of joggers or a security camera that’s too complicated for the buyer...
6 Best Practices Of Costco’s Best-Kept Secret: What’s Next?
Forget 30-roll packages of toilet paper. For two days in mid-April, members of Costco Wholesale could buy a beautiful she shed (or he shed)...
What Are Shoppers Buying? Love, Nostalgia And Ease
The average consumer will spend $394 per month on groceries in 2023, an increase of $22 from 2022 – and that’s just for one...
Don’t Let These 10 Loyalty Money Pits Sink Your Customer Experience Investments
It isn’t easy to put a price on lifelong customer loyalty. But every day, thousands of retailers try, and some are putting it in...
ChatGPT And Retail: Can It Really Personalize The Customer Experience?
(Notice: ChatGPT’s creators, OpenAI, in mid-March launched an advanced version, GPT-4, that is “more capable and accurate than the original ChatGPT,” according to The...
The Black Consumer And Retail’s CX Progress – Target, Ulta, Amazon And Others
Of all the beauty retail chains in the U.S., there may be just one that aims to be both Black-owned and serve as a...
How Ugg, Lowe’s, Publix and Others Reward Customers With Freebies
At a time when consumers appear to be nickeled and dimed at every turn, one shiny apple can be a pretty persuasive freebie. Just ask...