It’s hard to build great products when
your team doesn't know how to
talk to customers.
I help your product team hear what customers really want so you can translate feedback into great products.
If customer feedback feels noisy, contradictory, or useless, it is not the customers. I help teams learn how to talk, listen, and translate conversations into clear product direction.
TALK
Have better customer conversations
I train teams how to talk to customers in a natural, human, two-way way. No scripts. No interrogation. No surveys. Just real conversations.
HEAR
Hear what customers
actually mean
Customers rarely say exactly what they need. I teach teams how to listen beneath the words, spot patterns, and understand what customers are trying to communicate.
TRANSLATE
Turn understanding into action
Great conversations and insights are useless if nothing changes. I help teams translate what they hear into clear next steps and better decisions.
If customer feedback feels noisy, contradictory, or useless, it is not the customers. I help teams learn how to talk, listen, and translate conversations into clear product direction.
1. Learn
Hands-on training that helps teams ask better questions, listen well, and avoid the traps that derail customer conversations.
2. Practice
Practice the skills through real and simulated conversations, reviewing what was said and what it meant.
3. Apply
Translate what’s been learned into clear next steps: stronger priorities, better tradeoffs, and alignment around what to build next.
community + communication
AIX Sessions is a small, five-person virtual monthly meetup where experienced product, community, support, and AI leaders come together for amazing, cone of silence conversations about the work they are doing and the choices they are facing.
I designed it as a free, small group, no-sales event where people can relax, relate and get real about the challenges and rewards of customer communities. No slides and no preparation required.
Growth Through Engagement
My newsletter for people who believe better relationships lead to better outcomes. I share real-world stories and practical ideas on how engagement and honest conversation shape customers, communities, and the intelligent systems we now work with.
People call me The Community Guy
Hi, I’m Jake McKee. I’ve spent nearly three decades helping organizations build better relationships with the people they serve. My career has focused on customer engagement, community building, and product development, partnering with brands like LEGO, Apple, EA Games, Southwest Airlines, Canon, and H&R Block to bring customers closer to the work that shapes products and experiences. Today, I work with teams of all sizes to improve how they listen, learn, and make decisions, especially when customer feedback feels messy, contradictory, or hard to act on.
