CREATING GREAT PRODUCTS IS HARD.
I HELP YOU CREATE AND ENGAGE PASSIONATE CUSTOMERS
EXCEPTIONAL PRODUCTS ARE BORN FROM EXCEPTIONAL CUSTOMER INSIGHTS.
I HELP YOU CREATE BOTH FROM DAY ONE.
Community Voice is a blend of insights gathered from your customers and relational engagement between those customers and your product teams. It’s harnessed via Community-Driven Product Development (CDPD), which integrates the Community Voice throughout the entire product development lifecycle, ensuring comprehensive insight and advocacy from ideation to launch. Unlike the data-focused Voice of the Customer (VOC), Community Voice is an actionable usage of Continuous Discovery that creates advocacy, loyalty, and credibility. In CDPD, selected customers become product co-creators, enhancing product quality and credibility as they cultivate deep loyalty and ownership.
EVERYBODY GOES HOME HAPPY
That’s my philosophy for building communities, and it has never failed to build a satisfying experience for everyone involved. It means that for an online community to be truly rewarding, both the company and its customers must work in unison to achieve something special for everyone involved. It isn’t about throwing money at members to make them happy. It’s about recognizing each other for who they are and what they truly desire. If you can achieve a mutually beneficial symbiosis, the community will deliver exceptional value and build an army of advocates who will advance your brand as far as you want it to go.
Hi! I’m Jake McKee, the original Community Guy. Going all the way back to 1996, I’ve played an instrumental role in building online communities for some of the world’s most successful and recognizable brands, including LEGO, Apple, Southwest Airlines, Canon, and H&R Block.
I consult with organizations of all sizes to help solve community and business challenges of all kinds. I’ve co-authored books on social media and community strategy, and spoken to and run workshops for audiences of business professionals countless times. I created CX 5essions, a community project that connects senior-level online professionals every month for conversation, connection, and camaraderie. As if that’s not enough community nerdery, I also created a web comic about community management, Confessions of a Community Manager.
I have a real enthusiasm for working with and supporting Super Fans, those passionate, devoted people in your community who love your brand so much, it becomes part of their identity. Because Super Fans are the most active and loyal members of your community, they represent the heart and soul of your business. You can go to them for insights and opinions that reflect the entire community.
I help companies create deeper connections and more rewarding relationships with their most passionate and loyal customers through the power of online and offline customer communities.
Community Leadership Coaching
Community Building Strategies
Building an Impactful Community
CX 5essions is a comfortable, casual virtual gathering I host once a month at no charge for senior-level community professionals across the country. 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. It has since expanded into two career development options, CX 5essions Professional and CX 5essions Mentor, which are 3-month, cohort-based programs designed to advance community-building skills for beginners and longtime leaders alike.
