Blog
Welcome to our company blog, dedicated to exploring the world of Customer Experience and Trust and Safety issues and insights.
B2B outsourcing and partnerships in “The New Normal”
Every couple of months, our CEO Arnold writes an email to potential business prospects, i.e. companies across our core industries who have expressed interest in our customer experience solutions and moderation services. In the past few months, since about mid-May, he’s written two messages about how companies should embrace “The New Normal” we’re all currently facing. Here are some edited versions of those notes. Let's talk solutions! [...]
Global collaboration: It begins with alignment
Recently, we put together a white paper on global collaboration -- the challenges and successes -- and identified three core pillars of making global teams and client relationships work. Those were: Co-creation and co-strategizing Trust Alignment and agreement All three concepts are similar, yes. We blogged about co-strategizing before, as well as about building trust. Now we want to spend a few minutes on getting alignment and agreement, either [...]
Building trust in global businesses: 1-to-1
Trust is the root of everything in business. If a partner doesn’t trust you, that partnership will end. Maybe not today or tomorrow, but it’s ending soon. The level of trust in business - statistics The problem is, globally, the state of “trust” is fairly ambiguous. We talk about it often in speeches, on podcasts, and in leadership books and magazine articles, but, per a study of 9,800 full-time [...]
What do we mean when we say “co-creation?”
What is Co-creation? Our world at Conectys is about delivering outsourcing excellence around customer experience (CX) and user-generated content (UGC). We do this every day, grow at doing it, and are up to 10 global delivery centers, 24/7 coverage, and 35+ languages. We’ve been at it for 17 years. At that time, we can tell you that there are two essential models of any business partner, be it outsourcing [...]
Ways to reduce customer service response time
The need to reduce customer service response time is readily apparent, so we won’t belabor the importance too much. In short: if you keep customers waiting too long, they become frustrated -- and frustrated customers go elsewhere. Here’s probably the easiest way to think about it: when it takes Amazon 1 second (just one second) slower to load, they lose about $1.6 billion in a year. Now, maybe that’s [...]
Gaming content moderation: How to do it better
The primary challenge of gaming content moderation Katherine Cross, working on her Ph.D. at the University of Washington and a frequent commentator on gaming and online issues, has noted a few times that games are often marketed and sold as “consequence-free indulgence,” which is both true and completely reasonable. Gaming is often an escape. But then a challenge arises: what if the idea of “consequence-free indulgence” is extended to [...]
Ways to measure customer success at scale
How do you know you’re doing right by your customers? Customer experience metrics, customer success metrics, client satisfaction metrics, and more have exploded in the last five years. The gold standard is still NPS or Net Promoter Score. NPS was initially pioneered at Intuit and Sprint back in the early 2000s, and it’s only grown consistently since. We use it at Conectys; for 2019, we actually had a client [...]
What should you be looking for when selecting new locations for your business?
How to choose a good location for your business? This post is going to be about questions to ask before opening a new office in a new country or region, but we also realize this is an economically uncertain time for a lot of brands -- although admittedly not for user-generated content (UGC)-driven brands. So we do realize you are probably not thinking about expansion at this moment. But [...]
The solution to customer experience isn’t throwing more tech at it
You already know content moderation is very important. When we hit our targets, our clients hit their targets. And while it may seem awkward to talk about hitting targets during a period of global health uncertainty, the actual reality is that for many of us around the world being cooped up means more user-generated content (UGC). And if your platform contains, much less depends on UGC, what do you [...]
Cultivating joy in the global workplace
Why are we writing about joy in an economically-uncertain time? Because in a time that can be very gloom and doom, why not interject some positive thinking into the world? The reality is that, even in the best of economic times, a lot of global employees do not feel engaged by their work. Gallup’s chief workplace analyzer, a man named Jim Clifton, has referred to this as “The World’s Broken Workplace.” By his numbers, there [...]