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: 01/21/2020

    Does IKEA need parking lots?

    I think this makes sense because of the convenience factor, some people want to shop close to home or online rather than drive out from urban centers. Given a lot of IKEA's target audience is small home in urban areas, with a proper delivery network, a location without parking on top of a transit village should work well
  • Posted on: 01/16/2020

    What does Target’s Christmas miss mean?

    Walmart and Best Buy for electronics. It is going to be a dogfight between Walmart and Target and Amazon for the price sensitive crowd in the foreseeable future. The question I think is where the rest of the consumers go, especially for higher margin items.
  • Posted on: 01/14/2020

    Will ‘guests’ love Target even more as Circle members?

    At the end of the day, loyalty is defined by what the shopper does when it isn't a discounted transaction. Programs that drives repeated purchases through discount does not promote loyalty -- once the points are gone shoppers will stop. Target needs to make sure the rest of customer experience is superior to competition so that people would visit and shop.
  • Posted on: 01/08/2020

    Can casinos save the mall?

    Is it a silver bullet to all existing mall development? No. If you have an underperforming mall, putting a casino in may draw more traffic, but obviously the location and other factors are involved for the success to the rest of the merchants. I think a well-run casino can co-exist in retail; you see many casinos with retail close by already.
  • Posted on: 01/07/2020

    Do alcohol and shopping mix?

    And I remember the Nordstrom at the Galleria Dallas had a bar built on the ground level where it is mostly men with beer watching sports while the women shopped. I always joked they should issue claim checks like it was a coat check, LOL!
  • Posted on: 01/07/2020

    Do alcohol and shopping mix?

    I think as long as it is beer and wine with a strong security presence, shouldn't be an issue. Individual stores can set rules about having food and drinks inside, I assume.
  • Posted on: 01/03/2020

    Can a grocer build a business on the keto diet trend?

    I hope the grocery store can pivot quickly or at least have an exit strategy when the keto trend fades. No single trend has lasted with the exception of organic and even there the leader in that category got knocked out as other retailers added aisles and nipped off the profitable sub-categories.
  • Posted on: 01/02/2020

    Are return rates out of control?

    I do wonder how the sustainability trend collides with the returns trend. There is no argument that returns are wasteful and damaging to the environment, especially for online purchased items even when they are returned in-store. Yet the same consumer is looking for sustainably-produced goods and carbon footprint impact information. In the end instant gratification wins out against environmentalism I think for many consumers.
  • Posted on: 12/24/2019

    Is Wawa in hot water over its data breach?

    Exactly, the impact to consumers are spread out and most of it is handled by the financial institutions who aren't putting the pressure on retailers and treat it as a cost of doing business
  • Posted on: 12/17/2019

    The Beatles Play SoHo

    Given he died without a will and the estate is still being fought over by his children, gonna be a while.
  • Posted on: 12/17/2019

    The Beatles Play SoHo

    Exactly. Nostalgia is in right now, especially around the holiday season. If anything else, it increases awareness of a classic intellectual property by Sony, and tests interest in licensing for something else (Broadway shows for example) down the road. Pop-ups are the most efficient way to do that.
  • Posted on: 12/09/2019

    Why do so many people say ‘no’ to retailer loyalty programs?

    If the shopper doesn't think of repeat purchases, a loyalty program doesn't make sense for them to go through signing up knowing they will never accumulate enough for a reward and just get spammed with discount offers. Retailers need to think through what drives repeated purchases in terms of communications and behavior then build a program around to reinforce the behavior. Building a loyalty program should not be used to drive repeat behavior with discounts.
  • Posted on: 12/06/2019

    Will Rent the Runway‘s hotel concierge deal change how people travel?

    Good point. I do wonder how well Rent the Runway fits on the first try. If it was home and it doesn't fit you can return it, but as you said it is one off for one night, a misfit would be bad....
  • Posted on: 12/05/2019

    The holiday season promises many unhappy returns for retailers

    Yup, return in-store really kills the store flow with long lines flowing into the entrance area of the store. I always wondered if it make business sense to have a trailer (Returns R Us?) that just does returns for multiple brands to offload the pressure. The issue I think is receipt verification online and data security across brands.
  • Posted on: 12/02/2019

    Mobile jumps out as retailers get a mixed start to the holiday season

    With the increasing size of mobile devices including tablets, it is just more convenient and it is the new "candy aisle" for impulse and convenience shopping. Retailers need to make mobile applications friendly and easy to transact with as few clicks and swipes and possible (and address the security issue of storing customer financial data) and create experiences in the store to drive purchase either in store or via mobile. Offering mobile charging stations in stores wouldn't hurt either this holiday season.

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