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: 10/15/2018

    Will J.C. Penney’s new private brand connect with Instagram-savvy moms?

    Instagram is the medium, ultimately it is the influencers they choose that will drive whether the lines they create are successful. I do wonder how many mothers buy clothes just for Instagram moments who are not aspiring Instagram influencers themselves. Having a group of influencers who don't necessarily agree with each other and driving a product decision that could be out of date by the time it hits the market is a risk J.C. Penney has to address.
  • Posted on: 10/11/2018

    Amazon pop-up gets the Good Housekeeping seal of approval

    The great thing about a pop-up is that it is a low-cost, low-risk testing ground. It is the closest thing to A/B testing on the web that you can do in the physical world. Amazon could choose to have the curation done in-house or partner with a respected third party. I don't see any downside for Amazon to try this.
  • Posted on: 10/08/2018

    Will a new private label keep Target’s customers out of Aldi and Dollar General?

    Private label offers differentiation for retailers like Target to create value from commodities. Sometimes it isn't just about lower price, it is about quality with the price. Kirkland being the prime example of a private store label that has created a strong following not just because of lower price. I know people who actually prefer the quality of Kirkland products.
  • Posted on: 10/07/2018

    Are retailers getting too political with voter registration campaigns?

    Encouraging voting and making sure employees have the time to vote is good corporate citizenship. Politics is part of daily life and participation should be encouraged regardless of party affiliation. The key is that the messaging has to be neutral. Both sides will find some way of spinning the messaging to their needs and there's nothing you can do about it.
  • Posted on: 10/01/2018

    Omnichannel retailing lands at the airport

    I think for certain large airports with multiple buildings, it makes sense especially for food delivery, which I think is the number one use case. Each terminal building has different food selections especially with local specialty selections. Since getting between the terminals often involves a train ride or a very long walk, the ability to do an order from a restaurant or food shopping from a different terminal in between flights, I think, is a great service. I am thinking for example the Rocky Mountain Chocolate company in Denver Airport or the restaurants in the United terminal in Chicago when I am flying another airline.
  • Posted on: 09/24/2018

    Are big box retailers going too small with new store concepts?

    The trick is how to translate the big box brand into a small footprint. Everyone knows what to expect in a 7-Eleven, but what is the expectation for a big box store opening a small footprint location? Obviously Walmart can't have the full assortment in a small store, so is it price? Private label? Also, can the supply chain optimized for big box handle small locations with limited local storage? Those are the questions retailers need to answer before just opening small stores for the sake of fitting in the area.
  • Posted on: 09/23/2018

    Why don’t retailers concentrate more on selling the Christmas spirit?

    I think some retailers confuse selling the Xmas spirit with putting out Xmas merchandise. When you put Xmas tree and ornaments out now next to the Halloween display, I don't think that's the right approach (unless the point is to encourage people to put out Xmas trees as a Halloween decor ala Nightmare before Christmas movie). People will start getting the Christmas spirit after Thanksgiving. :-)
  • Posted on: 09/19/2018

    People don’t like being lumped into marketing segments

    It is a necessity to segment for scaling and also for privacy reasons. By grouping customers into segments, it is easier to protect anonymity. Customers can belong to multiple segments, but you also then can create the actions/offers that are scalable. We have limited ability to do individualized offers cost effectively, so segmentation is a means to scale limited numbers of offers.
  • Posted on: 09/14/2018

    Is mobile the most disruptive force in retail since online selling began?

    Mobile is definitely disrupting retail because it is providing information to consumers in their fingertips. It isn't about just about buying on mobile, but finding the store and the reviews, getting directions, accessing store inventory, price comparison and then transact via mobile or in person.
  • Posted on: 09/10/2018

    It’s no more ‘burn, baby, burn’ for Burberry

    Creating scarcity is part of luxury -- part of the business. How you create it is the sticking point here. Burberry would rather have sold the items than dispose of them, but it can't let the unsold items go into the gray market. The more appropriate approach should be a combination of better stock management and bespoken production, and proper recycling of the materials into fillers or beddings or other sellable products.
  • Posted on: 09/05/2018

    Nike campaign tests ‘all publicity is good publicity’ adage

    I think in this case, Nike is also looking at the athlete sponsorship side. By signing Kaepernick, it separated itself from other shoe vendors when it comes to signing athletes in the future who are becoming more vocal about the issue. On the consumer side, this will cause some to abandon the brand, and it will cause some to double down on the brand. Nike is also betting that the new generation of consumers who are paying for the premium products will outnumber any loss of business from other side. The sales figures will tell the story in the end.
  • Posted on: 09/04/2018

    Walmart’s two-day shipping pledge comes with a caveat

    Sounds almost like they made a programming shortcut instead of investing in proper user interface design. Certainly understand if the product is too far to ship profitably and Walmart has every right not to take the order. However, it would be a lot better to put out more prompts indicating that the item is not available in the closest location and give the customer option to wait longer or order alternatives.
  • Posted on: 08/31/2018

    How should Tiffany modernize its flagship?

    Tiffany's has a heritage it needs to leverage for future generations of shoppers, Millennials or otherwise. Shoppers will visit the flagship stores if they create "the moment" which is now captured and broadcasted on social media, or privately if they choose. The key would be to have something for the casual wearer to the heritage shoppers.
  • Posted on: 08/18/2018

    Walmart posts strongest U.S. comps in more than a decade

    The key to success is to change to compete with amazon while leveraging the core strength of the chain. For retailers not walmart the key is to emulate the part that can be replicated such as assortment and customer service improvements in the store, and don't try to chase the low cost strategy which is Walmart and Amazon's core.
  • Posted on: 08/14/2018

    Can AR help shoppers get where they need to go?

    I think AR should be used where it cannot be explained by physical signage. Using AR as signage smacks of "Minority Report" and doesn't address the customer experience of the shopping who is in a physical location. AR for me makes more sense for product demonstrations I think where you need to alter reality, not for maps when you are in the mall.

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