The 20 percent rule

McNeill's habit of spending one day a week living the customer journey.

Jon McNeill's framework, from The Algorithm, pp. 95 to 127.

Spend a day a week in the customer's shoes
Visit stores, drive the cars, use the app, as a customer would.
Go unannounced
Visit swapped stores or in disguise so nobody polishes the experience.
Ask what they would change
Ask people at every step what they would change if they ran the company.
Send feedback and close the loop
Write up observations quickly so the owner fixes them within a day or a week.

From chapter: Part II: The Three Cultural Ingredients of the Algorithm, pp. 95–127

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