Ep. 489 - Want a Thriving Company Culture? It All Starts with Just ONE Powerful Question

Second in Command: The Chief Behind the Chief

Second in Command with Cameron Herold

Entrepreneurship, Business, Management, Careers

4.5 • 1.6K Ratings

🗓️ 3 July 2025

⏱️ 16 minutes

🔗️ Recording | iTunes | RSS

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Summary

In today's episode of the Second in Command podcast, Cameron reveals a transformative approach to measuring and improving workplace culture—one that many businesses overlook despite its powerful potential: The employee Net Promoter Score. (NPS)

You’ll hear about a deceptively simple metric that goes beyond typical satisfaction scores, revealing the true pulse of a company’s internal health. The conversation digs into why traditional methods often miss the mark and how a single question can unlock deep insights about employee sentiment, driving meaningful change without breaking the bank.

Get a look behind the scenes of real companies that leveraged this tool to climb the ranks of the best workplaces nationwide, illustrating how culture can become a strategic advantage. From thoughtful ways to gather actionable feedback to surprising tactics that boost morale and loyalty, the discussion explores how cultivating happiness at work directly fuels productivity and profitability. Along the way, you’ll discover how leaders can shift mindsets, set ambitious goals, and create a workplace where people genuinely want to stay—and thrive.

Whether you’re aiming to retain top talent, enhance teamwork, or simply understand what truly matters to your people, this conversation offers a roadmap to reimagine what a workplace can be.

If you've enjoyed this episode of the Second in Command podcast, be sure to leave a review and subscribe today!

Enjoy!

In This Episode You'll Learn:

How a simple one-question survey, the Net Promoter Score (NPS) can gather important feedback and improve company culture. (3:27)
Why the process of gathering employee feedback is similar to writing a letter to Santa, as well as the importance of acting on that feedback. (4:33)
Strategies for improving NPS, including setting ambitious goals and celebrating achievements. (10:59)
The need to balance employee happiness with profitability, and why a high NPS can lead to increased revenue and profitability. (11:46)
The impact of external competition and the importance of a strong company culture to retain employees. (12:27)
And much more...

Resources:

Connect with Cameron: Website | LinkedIn

Get Cameron’s latest book – "Second in Command: Unleash the Power of Your COO"

Get Cameron’s online course – Invest In Your Leaders

Transcript

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0:00.0	Hey, it's Cameron Harold, the host of the Second Command podcast. Before we dive in, there's something you need to know. If you're a C-O-O-V-P operations or you're in any role where you're the second-in-command to the CEO, the C-O Alliance is the place for you. If you're the integrator to the visionary, you're going to want to join us. The C-O Alliance is the world's leading community for the second command.
0:22.4	We've had over 500 members like you join from 17 countries to grow their skills,
0:27.6	connections, and confidence.
0:29.1	You'll get the tools, friendships, and a 10x guarantee to ensure that you get your
0:33.6	money's worth.
0:34.6	Go to COOalliance.com to learn more and see if you qualify. You can even
0:39.4	book a free call with our team to ask questions. Now let's jump into this week's episode.
0:43.7	A lot of people think they're doing an NPS and what they end up with is an average rating.
0:48.7	An average actually can look much stronger than what the NPS will come out at. And I'll explain
0:54.1	what that means.
0:55.6	Let's say that you had five people give you a 10 out of 10,
0:59.0	and you had five people give you a 6 out of 10.
1:02.3	That would come out with an average rating of an 8.
1:05.9	8 out of 10 sounds pretty good, right?
1:08.1	On the net promoter score, you would take 50% of the respondents
1:12.9	or a 9 or a 10, subtracting 50% of the respondents that are a 1 through 6, it would give you
1:18.7	a net promoter score of zero because you're on a sliding scale of negative 100% to a positive
1:23.6	100%. Welcome to the Second in Command podcast, produced by the C.O. Alliance and brought to you by
1:35.8	its founder, Cameron Herald. In the Second in Command podcast, we talked to top COOs who share
1:42.0	the insights, strategies, and tactics that made them the chief behind the chief.
1:47.3	And now, here's your host, Cameron Herald.
1:54.0	In this episode, I speak about one of the most powerful and underused tools for building a strong company culture, the Employee Net Promoter Score.
	...

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