PROFILE

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 at:about.me/kennethleung

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  • Posted on: 09/14/2021

    Restaurant chains roll out virtual brands to reach new customer groups

    There will be some pushback about virtual brands not being authentic among restaurant enthusiasts, but I think it is the wave of the future for customers who are hooked on delivery anyway. Margins are small in the delivery business so any way to innovate and test new menus is a place. Whether some of these brands can "go physical" will be similar to how some food trucks turned into sit down restaurants as they become more successful. Basically, previously the testbed for restaurants is food trucks, now it is delivery through ghost kitchens.
  • Posted on: 09/08/2021

    Will its Public Lands concept store help Dick’s conquer the great outdoors?

    Makes sense, given their target audience's lifestyle. Retailers need to provide the experience to drive consumers back to the store with entertainment and hands-on experience. Showing commitment to the environment is definitely a plus as an education point to the new generation of outdoorsmen driven by COVID, that they need to be good stewards.
  • Posted on: 09/07/2021

    Why does Amazon want a branded TV?

    Why not? Amazon already has a large number of offerings around the Amazon basics plus the Fire TV brand and Alexa. Putting their brand on a television and embedding Alexa plus other technologies is a very natural extension.
  • Posted on: 09/01/2021

    What’s the formula for e-commerce profitability?

    There is no one size fit all answer. It really comes down to managing distribution costs against customer expectations (shoppers want it now but not to pay for it) and using anything other than discounts to drive increases in basket size and repeat purchases. All of the tactics above are valid for their respective categories. They can't be lifted and shifted to different businesses with different shipping costs and customer experience expectations.
  • Posted on: 08/30/2021

    Can IKEA’s store layout still amaze without a maze?

    The maze is the draw, but as long as they have the mockup rooms set up with IKEA furnishing, they will be fine. The things they do with small spaces and functional furniture sold to a lot of new renters and first time apartment owners is important. Whether it is laid out in a maze or not, the rooms are the key. Remember when someone shot a soap opera without permission in IKEA a while back? LOL
  • Posted on: 08/17/2021

    Will a Prime-style subscription service take Albertsons business to a new level?

    The reason Prime is powerful and unique is the assortment that Amazon provides and the attached media service. For a grocer to offer a subscription program, it will help protect their grocery base (especially given the Delta variant keeping a section of population at home), but I am not sure it will steal business from Amazon customers who are paying for prime for the other categories.
  • Posted on: 08/09/2021

    What benefits do premium loyalty program members value?

    It is very hard for most retailers to duplicate amazon prime because it is a broad shopping plus media consumption program. I just don't see regular retailers being able to replicate that. I think waiving shipping (I hate the word free shipping -- nothing is free) is the minimal, and the addition of exclusive/priority merchandise selection and experiences is the best approach for companies that aren't Amazon.
  • Posted on: 08/05/2021

    Can a reinvented bag revamp sustainable retail?

    I keep reusable bags in the car, but sometimes you just forget to bring them to the store. Personally I just tell them no bag and push the cart to the car and load it into a foldable crate in the trunk and return the cart. It is a behavior change for sure. Out of the above, the kiosk probably makes the most sense because it solves the immediate problem without tying into apps and reward programs which people are burning out on.
  • Posted on: 08/04/2021

    Prime members will have to pay for grocery deliveries from Whole Foods

    Those who are wedded to grocery delivery will pay the $10 fee. Given the increased labor costs and scarcity, free grocery delivery simply doesn't make economic sense for Whole Foods, who would have to subsidize it with higher prices.
  • Posted on: 07/28/2021

    Will smaller retailers pay to use Walmart’s tech and transform their own businesses?

    It could be useful as alternative to Amazon for online commerce, especially if Walmart limits access to the retailers data with Adobe Commerce being the middleman. Amazon is both a retailer and a technology vendor and Walmart could pivot in the same way in the long run.
  • Posted on: 07/24/2021

    How will COVID-19 shape future consumers?

    Memory of pandemic and "the year lost" will be part of history and shape those who grew up and remember it. Increased use of delivery being more acceptable and lack of in person interaction experiences will shape how the future generation work and shop. However, keep in mind different people will react differently in the long run, some may turn into hermits while others will aggressively seek out in person experiences to compensate for the lost time.
  • Posted on: 07/13/2021

    Can a Tesco exec school Amazon on physical retail?

    You need expertise and it is a good hire as long as Amazon is willing to listen (which I think they will). Many years ago in Amazon's early days, they hired Walmart veterans to teach it logistics and operations when it was losing money on every item. The process baked in helped Amazon turn profitable and the rest, as they say, is history.
  • Posted on: 07/09/2021

    Retailers still have a COVID-19 problem

    Retailers can't control their customers behavior, only advise. First step is to protect the employees to incentivize employees to get vaccinated and offer them protection such as masks and cleaning routines. Store policies can be set for customers, but will need reinforcements by additional employees/security (security isn't a bad idea given increase in theft due to low traffic and ease of escape).
  • Posted on: 06/23/2021

    Is ‘Buy Local’ fatigue setting in?

    Shopping local means different things to different people. Amazon and delivery services have desensitized in person shopping experiences and going out to shop in the past year. The ability to shop in local stores within walking distance for those who lived near them I think is more valued, but only if the customer service and assortment is there. I think shoppers are willing to pay a little more for local small retail, but the local shops need to step their game up in terms of in person service and unique assortment to hold on the shoppers, cause Amazon and delivery services is still there.
  • Posted on: 06/16/2021

    Is simpler better for rewards programs?

    One size does not fit all, it depends on the product you are selling and the behavior you are driving. If you are selling groceries, a tiered approach does not make sense because the share of wallet is finite and the rewards given isn't easily differentiated. If you are selling fashion/luxury goods, tiered make sense because you can offer exclusive access/services/shorter wait list at the higher tier.

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