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: 10/20/2017

    Walmart to open web mall with Lord & Taylor as an anchor

    The term "web mall" is kind of misleading ... When you buy something on Amazon from another seller, and you are buying from Amazon using Amazon basket and payment, Amazon isn't "the mall," it is a shopping experience partner.From reading this article, this is a screen real estate agreement, i.e., you will be redirected to Lord & Taylor's website and basket to buy their items and a separate basket for Walmart items. I think that's the weakness for this agreement if the shopping experience isn't integrated well. Do customers want to be bounced around between websites for checkout?
  • Posted on: 10/16/2017

    A mall carves out pop-up space for online brands

    Makes sense. Here in SF, the Westfield Mall has a retail lab and co-working/meeting space, plus opportunities for new online brands to showcase items. Malls have to give shoppers more reason to visit than the traditional "anchor store" concept. New malls I think need to offer diverse experiences, from food to services to experience and, constantly, new items to be successful.
  • Posted on: 10/13/2017

    Are retailers shortchanging the digital transformation?

    The challenge fundamentally for any retailer that isn't Amazon is that digital is the strength of Amazon, and playing to the strengths of Amazon on its own isn't going to win the battle. Brick and mortar retailers have to find a way to win through the store's infrastructure that they own, and use digital to enhance the overall experience. Trying to play catchup to Amazon tech investments online is not a way to win.
  • Posted on: 10/09/2017

    Office Depot to transform into IT service giant after $1B deal

    I think this is a good way for Office Depot to diversify out of being just a retailer that is getting squeezed by Amazon. If executed correctly there is nice synergy. If the retail side of the business gets too pressured, Office Depot can pivot to being an IT service company and spin off the retail ops in the future.
  • Posted on: 09/29/2017

    Personalization works. Why don’t more marketers use it?

    The problem with personalization is that, when you get it wrong, it is social media meme material. It takes a lot of work to curate and position it properly. I have gotten some cringy personalized offer from Amazon based on my browsing (due to fact that I was buying stuff for my girlfriend on Amazon Prime), but Amazon gives you easy ways to tag the items out and made it clear it is based on browsing patterns. Most other retailers don't have the resources or discipline to do that well.
  • Posted on: 09/29/2017

    Burger King buses in customers in need of a Whopper fix

    Isn't that the point of any sampling programs at grocery store or Costco? :-) I assume people who were given a ride to Burger King are also given a return ticket to the point of pickup?
  • Posted on: 09/27/2017

    Should shorter lines for the iPhone 8 concern Apple?

    Units shipped matter given the omnichannel nature of today's shopping. I think Apple wants customers to buy online and frankly the mystique of standing in line for a phone is wearing thin for most buyers. Also with iPhone 8 and iPhone X shipping separately, the bleeding edge customers -- who are usually the hardcore fans standing in line for the experience -- are going to wait for the iPhone X.
  • Posted on: 09/25/2017

    Would a radical partnership help Walmart thwart Amazon?

    Good summary. 10 years ago, everyone is afraid of Walmart, and now everyone is afraid of Amazon. Walmart partnering with Google helps with the technology, but retailing isn't just about the technology, it is about the implementation of customer experience from online to store to vending machines to shipping, supply chain and logistics.
  • Posted on: 09/19/2017

    Toys ‘R’ Us files for bankruptcy, enters ‘new era’

    Brand manufacturers like Lego are going direct while toys can be purchased online and in other stores like Target and Walmart. Toys "R" Us needs to define the toy buying niche experience for itself and also develop exclusive toy lines quickly to have a future.
  • Posted on: 09/17/2017

    Kitchen 1883 may be a new platform for Kroger’s growth

    Whole foods in SF and Nob Hill in Redwood City both have a beer bar which seems to do okay. Consuming a beer in a restaurant attached to a supermarket seems acceptable in this area. If the quality of the restaurant is fine, people will come, brand affiliation or not. If it is supermarket food service level quality, then probably not. If it is truly restaurant quality food and service, having it inside a supermarket is just fine.
  • Posted on: 09/13/2017

    Nordstrom tries a no-merchandise store

    Have to visit to see how it works in execution; the execution seems similar to the Amazon store concept. The key is how well the recommendations work and how it appeals to shoppers not looking to go to the traditional Nordstrom store that offers similar services.
  • Posted on: 09/06/2017

    Are new, exclusive toys key to Walmart’s Christmas success?

    Exclusive toys that are popular will always be a big driver for retailers. That's one differentiation retailers have to drive traffic and sales that can't be replicated easily by competitors.
  • Posted on: 08/30/2017

    Is there a ‘right way’ for retailers to help in times of disaster?

    Do it for the people you are helping, not for the media coverage. The media will come given the coverage by social media, but do it quickly and focus on the speed and scale of delivery to deliver the maximum good. Don't just pose for the media.
  • Posted on: 08/29/2017

    Is thrifting going mainstream?

    Social media has made thrifting much more socially acceptable, it also ties in well with the re-cycle re-use movement. I see thrift stores continue to get traction among the fashion set going forwrad.
  • Posted on: 08/28/2017

    Should Starbucks close its online store?

    Makes sense given Starbucks should focus on driving business to the store for consumption and merchandising items are best fit within the context of the store visit, or within the context of ordering coffee. If someone really wants Starbucks merchandise as a gift, it should be available as part of the coffee ordering process and not a separate marketplace. I can see someone ordering a gift card/merchandise combo and do purchase/deliver through online ordering. That makes more sense.

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