Kenneth Leung

Retail and Customer Experience Expert

Kenneth Leung was the enterprise industry director at Avaya, responsible for vertical industry strategies.

Kenneth previously was with Cisco Systems, with the last position as senior marketing strategy manager for Internet of Everything campaign. His roles at Cisco included development of private sector industries strategy and messaging at Cisco as well as retail industry marketing.

Prior to Cisco, he worked at IBM software group in WebSphere Commerce and Information Management groups with responsibility in marketing management for retail and e-commerce. Before joining IBM, Kenneth was retail industry director for Informix Software where he was responsible for market management and programs.

Kenneth Leung is currently working on his first marketing book and pursuing future opportunities. Learn more

  • Posted on: 08/16/2017

    Will military tech give Amazon an edge delivering packaged meals?

    Sounds like a new version of TV dinner, and maybe appealing for certain price sensitive or convenience segment. Given the emphasis of natural and fresh these days, especially with their acquisition of Whole Foods, it would be a bit counter to their brand image in grocery.
  • Posted on: 08/14/2017

    Does the internet know us better than we know ourselves?

    I'd say for sure companies like Google remember more about me than I do. Whether they know me is a different discussion. I recently tried to find a restaurant I visited in Carmel in the past and started Googling and browsing on the map to look for it, and it actually showed me the restaurant with a note "You were here 4 hours ago" when I zoomed in. That tells you the power of Big Data and Big memory. Does it give better insight for research; that's where the art of insight is different than the science of data collection.
  • Posted on: 08/11/2017

    Will Toys ‘R’ Us take Manhattan the second time around?

    The pop-up makes sense from a publicity perspective. They get the brand awareness and traffic for transactions, plus reduce their Christmas shipping costs for online orders. Toys around the holidays are always about experience and wonder, and that is best experienced in an in-person environment. In this case Toys "R" Us can take some chances and freshen up their image with the holiday shoppers.
  • Posted on: 08/08/2017

    Does Dunkin’ need donuts?

    They are already know as Dunkin' with their line "America runs on Dunkin'" without the donuts. They do offer other hot sandwiches already and people go in to buy just coffee and I can see them going to other drink categories if needed.
  • Posted on: 08/03/2017

    Will grocery stores become the new mall anchors?

    Grocery stores can absorb the space from previous anchor stores but as Paula said, grocery is an in/out business with frozen food and going omnichannel with home delivery. Personally, I think malls need to be rethought with food service/restaurant/live entertainment as anchors. Those are the things that can draw people to visit and linger and convert to shoppers.
  • Posted on: 07/28/2017

    Should stores entertain bored tag-along shoppers?

    Most women's clothing boutiques have the "man chair" with magazines where the tag-along can relax. When I was in Nordstrom in Dallas years ago (I think it was the Galleria) they had a tiny sports bar inside the store (looks like a giant playhouse with its own roof and doors) and it was filled with male tag-alongs. It was like daycare except men waiting for their companion to pick them up after shopping.The key is to find something for the tag alongs to do and maybe spend a few dollars on services like food, spa services, or in this case, a gaming pod.
  • Posted on: 07/23/2017

    Will Walmart’s innovation strategies pay off?

    Innovation is no guarantee of success, but lack of innovation is a guarantee for failure. Walmart needs to have multiple paths to innovation since they don't know which ones will have the most impact. Better to try to innovate and fail a few times. What they cannot do is stand still.
  • Posted on: 07/19/2017

    Will Dick’s price match keep it on top of the sporting goods category?

    Price matching is a defensive move for maintenance to prevent lost sales, it doesn't draw traffic to the store for browsing. Merchandising and omnichannel experience is going to be key for Dick's or any retailers to compete effectively against Amazon.
  • Posted on: 07/18/2017

    Is online fulfillment from stores too complex for e-grocery?

    I wonder if the best way to do in-store fulfillment is to maintain separate stock count for online in the store for high velocity items, kinda like airlines increasing flight time estimates to increase ontime departure. The nature of shelf inventory in stores means you can't be 100% accurate all the time in the system. With online orders being critical for completeness, raiding store shelves ahead of in-store customers doesn't help with store experiences either. Analytics should be able to ID the fastest turning items that are most often missing from e-commerce orders, and retailers need to hold stock accordingly.
  • Posted on: 07/14/2017

    Will Walmart win back-to-school with click and collect services?

    I think it will help since parents today are time crunched and have been trained by Amazon to expect items delivered their way. This will reduce stress for parents and give Walmart the chance to upsell and cross-sell additional items in the stores.
  • Posted on: 07/06/2017

    Have grocers figured out how to successfully do business online?

    Online grocery is something consumers want for convenience, but are unwilling to pay a premium for. For pure grocers, the low margin on staples means delivery is a loss leader and a means to hopefully support the shoppers at the stores. Amazon buying Whole Foods is going to be interesting because any losses on grocery delivery can be made up by other higher margin Amazon items (Order groceries, and pick up a phone charger in the basket.) Going to be interesting to see how that works going forward.
  • Posted on: 06/29/2017

    Has CVS gone too far with its health kick?

    Yes, if you are establishing a brand that is around health and well being, removing tobacco is the right thing to do. It would be like Whole Foods selling tobacco. The results to the bottom line remains to be seen as hopefully they draw new customers in while losing the "sin goods" business.
  • Posted on: 06/20/2017

    Can humanizing self-checkouts reduce theft?

    For the organized cheaters, these subtle cues won't help. I think you have to put people at the self checkout for assistance and loss prevention purpose. A selfie camera view is probably too extreme, but notification of monitoring is definitely needed. Make sure you have the staffing at the checkout to handle the genuine user errors in addition to theft deterrence.
  • Posted on: 06/20/2017

    Why are so many associates being deprived of tech by their employers?

    Cost, and I think how the tech will be used to help speed/improve customer experience. If the employee isn't trained well to use the tool, it doesn't help the customer. I remember asking a store associate one time which aisle a product is on, he pulled out his phone and fired up the app to type in a query through product locator, and I can tell he could barely read the screen because the font isn't that big and screen too small. I am not sure that counts as customer service improvement via technology; more of a crutch for lack of training.
  • Posted on: 06/16/2017

    What happens now that Amazon is acquiring Whole Foods?

    Certainly gives the Amazon Fresh strategy a new boost with the store coverage, access to Whole Foods's vendor relations and private label goods, and access to a customer base that is following the lifestyle. The key will be the details, how does Amazon run Whole Foods in a way that doesn't alienate their core base, yet inject the Amazon supply chain capabilities, and integrate Amazon Fresh to Whole Food's delivery and store pickup system.

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