AFFINITY Podcast | People First, Always‪.‬ Grant Gamble

In this episode, we welcome our first guest, Andrew Nelson, a seasoned IT expert, developer, and the co-creator of the AFFINITY OS software platform. We delve into the long-standing friendship and professional journey shared between Andrew and Grant, marked by various milestones in their careers. We further discuss how Andrew has been instrumental in automating numerous processes, turning grand ideas into tangible realities. 

Andrew walks us through how he conceived the idea of AFFINITY OS, which was born out of the COVID-19 crisis and Grant’s best-selling mindful leadership book, “The Affinity Principle.” AFFINITY OS hinges on revolutionizing customer-business communication and feedback collection. As the episode continues, we explore “The Affinity Principle,” understanding its genesis from a simple concept to an Amazon bestselling book and eventually its transformation into the AFFINITY OS software platform. 

Moreover, Andrew elucidates on how AFFINITY OS employs automation to measure and enhance the experience of both the team and customers across multiple sites. The episode further expounds on the importance of sentiment analysis and thematic analysis in enhancing customer engagement and retention. 

We dive into the role of strategic initiatives and their potential in enhancing customer experiences and relationships. We unpack the powerful effect of using AFFINITY OS as a tool for communication, notably how it contributes to higher retention rates and an increase in referrals. 

As we delve into the topic of utilizing data for business improvement, Grant and Andrew explore the potential of machine learning to create predictive measurements, aiding businesses in their pursuit of growth and customer retention. They highlight how creating stronger bonds with customers and their teams, in line with the 'Affinity Principle', can drive financial outcomes. 

This episode further investigates the future of artificial intelligence in predictive spaces, accentuating the importance of Net Promoter Score (NPS) and Employee Net Promoter Score (eNPS) as a useful lead indicator for businesses. The discussion concludes with sharing experiences, appreciating partnerships and hinting at future discussions surrounding proven methodologies and their practical applications.

Whether you're a business owner interested in leveraging technology for better client relationships, or simply curious about the interplay between AI, data, and business growth, this episode is a must-listen.

AFFINITY Podcast: https://grantiangamble.com/affinity-podcast/
"The AFFINITY Principle": https://grantiangamble.com/the-affinity-principle/
AFFINITY OS: https://affinityos.com.au/
Grant Ian Gamble: https://grantiangamble.com/

In this episode, we welcome our first guest, Andrew Nelson, a seasoned IT expert, developer, and the co-creator of the AFFINITY OS software platform. We delve into the long-standing friendship and professional journey shared between Andrew and Grant, marked by various milestones in their careers. We further discuss how Andrew has been instrumental in automating numerous processes, turning grand ideas into tangible realities.

Andrew walks us through how he conceived the idea of AFFINITY OS, which was born out of the COVID-19 crisis and Grant’s best-selling mindful leadership book, “The Affinity Principle.” AFFINITY OS hinges on revolutionizing customer-business communication and feedback collection. As the episode continues, we explore “The Affinity Principle,” understanding its genesis from a simple concept to an Amazon bestselling book and eventually its transformation into the AFFINITY OS software platform.

Moreover, Andrew elucidates on how AFFINITY OS employs automation to measure and enhance the experience of both the team and customers across multiple sites. The episode further expounds on the importance of sentiment analysis and thematic analysis in enhancing customer engagement and retention.

We dive into the role of strategic initiatives and their potential in enhancing customer experiences and relationships. We unpack the powerful effect of using AFFINITY OS as a tool for communication, notably how it contributes to higher retention rates and an increase in referrals.

As we delve into the topic of utilizing data for business improvement, Grant and Andrew explore the potential of machine learning to create predictive measurements, aiding businesses in their pursuit of growth and customer retention. They highlight how creating stronger bonds with customers and their teams, in line with the 'Affinity Principle', can drive financial outcomes.

This episode further investigates the future of artificial intelligence in predictive spaces, accentuating the importance of Net Promoter Score (NPS) and Employee Net Promoter Score (eNPS) as a useful lead indicator for businesses. The discussion concludes with sharing experiences, appreciating partnerships and hinting at future discussions surrounding proven methodologies and their practical applications.

Whether you're a business owner interested in leveraging technology for better client relationships, or simply curious about the interplay between AI, data, and business growth, this episode is a must-listen.

AFFINITY Podcast: https://grantiangamble.com/affinity-podcast/
"The AFFINITY Principle": https://grantiangamble.com/the-affinity-principle/
AFFINITY OS: https://affinityos.com.au/
Grant Ian Gamble: https://grantiangamble.com/

In this episode of the AFFINITY Podcast, we delve deep into the findings of the McKinsey report, "The State of Organizations 2023". We explore the ten significant shifts shaping the business landscape and transforming organizational structures, processes, and culture. 

From dealing with economic volatility and geopolitical instability to grappling with the effects of the COVID-19 pandemic, business leaders face a multitude of challenges. This episode analyzes the key elements of the report, providing an insightful guide on how to navigate these complex shifts.

We start by discussing the need for organizations to increase speed and strengthen resilience, and examine the impact of remote and hybrid work models. We consider the role of artificial intelligence (AI) in modern organizations and talk about the changing dynamics of talent attraction, retention, and attrition. 

The episode also addresses the capability chasm that many organizations face when integrating new technologies or digital strategies, and the balancing act of walking the talent tightrope in today's uncertain economic climate. We reflect on the importance of self-aware, inspiring leadership and the necessity for meaningful progress in diversity, equity, and inclusion (DEI) initiatives.

Furthermore, we take a hard look at the increasing need for comprehensive mental health interventions within organizations, and conclude by discussing the renewed emphasis on organizational efficiency. 

Using insights from the McKinsey survey of over 2,500 business leaders, as well as engaging interviews with industry leaders who have successfully navigated these shifts, we explore how organizations can prepare for these changes. 

Finally, we share McKinsey's four-point plan for dealing with these challenges at scale. From setting the right organizational direction, investing in talent and leadership, to integrating all these aspects for a comprehensive transformation, we provide actionable strategies for business leaders to adapt to these shifting paradigms.

Join us as we decode these transformative shifts, shedding light on how organizations can turn challenges into opportunities, and ensuring their survival and growth in the new business environment.



AFFINITY Podcast: https://grantiangamble.com/affinity-podcast/ 

"The AFFINITY Principle": https://grantiangamble.com/the-affinity-principle/ 

AFFINITY OS: https://affinityos.com.au/ 

Grant Ian Gamble: https://grantiangamble.com/

In this episode of the AFFINITY Podcast, Grant dives deep into the essence of organizational health, exploring its crucial role in the high-functioning, high-performing companies of today. He breaks down the three key components of organizational health: Alignment, Execution, and Renewal, and their significance in achieving both short and long-term business goals. 

Discover the hard truths of leadership perception, the impactful role of rhythmic team member surveys, and the power of a people-first perspective in achieving outstanding business performance. Grapple with the practical complexities of balancing 37 different management practices and how the four 'recipes' can streamline your focus: Leadership Factory, Market Shaper, Continuous Improvement Engine, and Talent/Knowledge Core.

With real-world examples, Grant also unpacks the implications of a clear management philosophy and the periodic reevaluation of your organization's leadership approach. 

Grant delves into the transformational context of organizational health, underpinning four themes with eight practices that lead to substantial improvements in both organizational health and performance. 

Grant also gives us an honest look at the struggle and importance of striking the right balance between being a supportive leader and maintaining discipline. He also probes into the 'dos and don'ts' for achieving substantive, sustainable improvements in organizational health. 

This episode is a must-listen for anyone keen to unlock the full potential of their organization, foster a healthy work environment, and drive long-term growth.



AFFINITY Podcast: https://grantiangamble.com/affinity-podcast/

"The AFFINITY Principle": https://grantiangamble.com/the-affinity-principle/

AFFINITY OS: https://affinityos.com.au/

Grant Ian Gamble: https://grantiangamble.com/



COMPELLING STATISTICS:

1. "82% of team members really don't trust their boss to tell the truth." (Source: Edelman Trust Barometer, 2020)

   

2. "Organizations that exhibit strong health can deliver twice the rate of return to their shareholders compared with organizations with weaker health." (Source: McKinsey & Company, 2017)

   

3. "Companies with high levels of organizational health are 2.2 times more likely to be high performing compared to companies with low organizational health." (Source: Bain & Company, 2018)

4. "A 10% increase in commitment can decrease a team member’s odds of departure by 87%." (Source: Institute for Corporate Productivity, 2020)

5. "69% of job seekers would not take a job with a company that had a bad reputation, even if they were unemployed." (Source: Corporate Responsibility Magazine, 2019)

6. "Highly engaged business units realize a 41% reduction in absenteeism and a 17% increase in productivity. They also have a 10% higher customer ratings, a 20% increase in sales, and 21% greater profitability." (Source: Gallup, 2020)

7. "Only 15% of team members are engaged in their jobs, meaning that they feel a strong connection to their company's mission and they work with passion." (Source: Gallup, 2020)

8. "When companies successfully engage their customers and their team members, they experience a 240% boost in performance-related business outcomes." (Source: Gallup, 2013)

9. "95% of team members believe that a diverse workforce is key to innovation." (Source: Josh Bersin, 2020)

10. "Companies with an inclusive culture are twice as likely to meet or exceed financial targets, three times as likely to be high performing, six times more likely to be innovative and agile, and eight times more likely to achieve better business outcomes." (Source: Bersin by Deloitte, 2018)

In this episode, we dive deep into the world of Net Promoter Score (NPS) – the powerful, research-backed metric that can transform your business into a customer and people-driven powerhouse. In this episode, we'll provide you with a comprehensive understanding of how to effectively use and leverage NPS data to build a customer-centric and people-centric culture, leading to sustainable business growth.

We'll discuss how to collect, analyze, and implement NPS data insights to drive continuous improvement and enhance customer experience. You'll learn about the significance of NPS, the relationship between NPS and business growth, and how to design effective NPS surveys. We'll also explore how to analyze NPS data, benchmark against industry standards, and prioritize customer pain points to make the most significant impact.

To build a customer-centric and people-centric culture, we'll share internal communication strategies, team member training and development, and reward systems that emphasize customer-centric behaviors. We'll also discuss how to establish a supportive and empowering work environment, implement feedback and recognition programs, and leverage NPS data to improve team member engagement and satisfaction.

Throughout the episode, we'll share case studies and best practices from companies who've successfully leveraged NPS for growth, along with common challenges, pitfalls, and lessons learned from industry leaders.



AFFINITY Podcast: https://grantiangamble.com/affinity-podcast/
"The AFFINITY Principle": https://grantiangamble.com/the-affinity-principle/

Grant Ian Gamble: https://grantiangamble.com/
AFFINITY OS: https://affinityos.com.au/

Compelling NPS statistics:


A 10% increase in NPS can lead to a 30% increase in company revenue. (Source: Bain & Company - https://www.bain.com/insights/the-value-of-keeping-the-right-customers-hbr/)


Companies with high NPS scores tend to grow at twice the rate of their competitors. (Source: Net Promoter System - https://www.netpromotersystem.com/about/why-net-promoter/)


The average NPS score across industries is 30, with the highest scores in the software and e-commerce sectors. (Source: Delighted - https://delighted.com/nps-benchmarks)


A 5-point increase in NPS can result in a 20% decrease in customer churn. (Source: Forbes - https://www.forbes.com/sites/shephyken/2016/12/03/customer-service-statistics-the-cost-of-customer-service/)


Companies with an NPS of 60-80 have been found to have an average customer lifetime value 2-3 times higher than companies with an NPS of 20-40. (Source: Qualtrics XM Institute - https://www.qualtrics.com/blog/complimentary-ebook-the-top-20-cx-statistics/)


Research indicates that customers with the highest NPS scores are six times more likely to buy from a company again and nine times more likely to refer the company to others. (Source: Reichheld, F. (2003). The One Number You Need to Grow. Harvard Business Review - https://hbr.org/2003/12/the-one-number-you-need-to-grow)


A study found that NPS leaders within the airline industry outperformed laggards by 600% in revenue growth over a 6-year period. (Source: Satmetrix - https://www.satmetrix.com/wp-content/uploads/2013/02/Satmetrix-Airline-Benchmark-Report-2023.pdf)

In this episode of the AFFINITY Podcast, we delve into the transformative potential of the Employee Net Promoter Score (eNPS) as a tool for building a people-centric culture, fostering mindful leadership, and driving talent development and retention. We'll explore the remarkable statistics that highlight the positive impact of highly engaged team members on business success and discuss the critical role of eNPS in creating a thriving, engaged workforce.

Join us as we uncover the secrets to effectively collecting and leveraging eNPS data, from setting up an efficient eNPS system and analyzing the results to integrating eNPS insights into mindful leadership practices and talent retention strategies. We'll also discuss the importance of continuous improvement and long-term success with eNPS as a cornerstone for a people-centric organization.

Don't miss this opportunity to gain valuable insights and practical advice on harnessing the power of eNPS to elevate your company culture, empower your leaders, and retain your top talent. Tune in now and transform your organization with the power of eNPS!


AFFINITY Podcast: https://grantiangamble.com/affinity-podcast/
"The AFFINITY Principle": https://grantiangamble.com/the-affinity-principle/
AFFINITY OS: https://affinityos.com.au/



COMPELLING eNPS STATISTICS:

1. Companies with highly engaged employees outperform their competitors by 147% in earnings per share. (Source: Gallup, 2021 - https://www.gallup.com/workplace/236927/employee-engagement-drives-growth.aspx)

2. A 5% increase in employee engagement is linked to a 3% increase in revenue. (Source: Aon Hewitt, 2018 - https://www.aon.com/2018-global-employee-engagement-trends/index.html)

3. Companies in the top quartile for employee engagement report 24% to 59% lower turnover rates. (Source: Gallup, 2020 - https://www.gallup.com/workplace/247391/fixable-problem-costs-businesses-trillion.aspx)

4. Highly engaged teams show 21% greater profitability than those with low engagement. (Source: Gallup, 2021 - https://www.gallup.com/workplace/236927/employee-engagement-drives-growth.aspx)

5. Organizations with a highly engaged workforce experience a 41% reduction in absenteeism and a 17% increase in productivity. (Source: Gallup, 2021 - https://www.gallup.com/workplace/236927/employee-engagement-drives-growth.aspx)

6. The average eNPS score across industries is 14, with scores above 20 considered strong and scores above 50 considered excellent. (Source: Qualtrics, 2021 - https://www.qualtrics.com/experience-management/employee/benchmark-enps-scores/)

7. 43% of highly engaged employees receive feedback at least once a week, compared to only 18% of employees with low engagement. (Source: Gallup, 2016 - https://www.gallup.com/workplace/236570/crucial-employee-feedback-leaders.aspx)

8. Companies with a formalized employee feedback program have a 15% lower voluntary turnover rate than those without. (Source: Quantum Workplace, 2021 - https://www.quantumworkplace.com/future-of-work/employee-turnover-rates)