Brad Birnbaum

Brad Birnbaum

Brad Birnbaum is chief executive officer and founder of Kustomer, an omnichannel customer service platform.

Your Brand May Be Compliant, But Are Your Tech Partners?

Data privacy remains a hot issue for the retail sector, with more than 70 percent of shoppers in the U.S. worried about how companies use and collect their personal data. After massive data breaches at some of the nation’s largest retailers, today’s retail companies are being held to a higher standard of compliance than ever…

Why Now is the Time for Retailers to Adopt a D-to-C Mind-Set

In the midst of mounting uncertainty surrounding the COVID-19 outbreak, the presidential election, and other stressors, customer service needs to be dialed up now more than ever. In the retail industry, with more employees working from home and less shoppers visiting physical stores, the time is now for brands to strengthen their direct-to-consumer (D-to-C) mind-set.…

What Traditional Retailers Can Learn About Customer Service From Today’s DTC Brands

Today’s top direct-to-consumer (DTC) startups have built their businesses by creating differentiated, frictionless customer experiences that focus as much on how they serve customers post-sale as they do on the shopping experience. As a result, these new brands are building lasting customer relationships that are fueling e-commerce’s rapidly growing share of retail sales and the…

How Switching Service Platforms Helped LOLA Build Real Trust With its Customers

LOLA is a rapidly growing subscription and direct-to-consumer feminine care brand. Originally offering tampons and pads, LOLA now also stocks hygiene and sexual wellness products for women. Just like Dollar Shave Club and Harry’s, LOLA started by selling a single product with a strong purpose, but has since grown its offerings to the point that…