Work together
Building great products takes real customer insight.
Most teams are working from filtered, secondhand feedback by the time it reaches the people making decisions. I help product teams fix that. Every engagement starts with some form of diagnostic work, because you can’t fix what you haven’t looked at honestly. From there, we go as deep as your team needs.
Compass Audit
Before you can fix how your team talks to customers, you need an honest map of how things actually work today. The Compass Audit is a structured review of your team's customer conversation health across all five pillars of the Customer Conversation Compass. We look at who talks to customers, how often, what gets captured, what gets lost, and where Conversation Debt is quietly accumulating. You come out with a clear picture of what's broken and where to focus first.
OutputA clear written map of where Conversation Debt is building, what's driving it, and a prioritized list of what to fix first.
Sprint Workshops
Each workshop is scoped around a specific challenge and delivers something your team can use right away. Four options, starting at $1,500.
Compass Engagement
We design the strategy, build the systems to support it, and work together to make it stick over time. Every Compass Engagement is scoped around your team's specific situation. Get in touch to talk about what that looks like for you.
Sprint Workshops
Focused sessions. Concrete results.
Conversation Field Debrief
$1,500
Turn one customer visit into lasting team insight. A working session built around a real customer conversation your team already had. We look at how it went, what signals got left behind, and what your team should do next. Written summary delivered within 48 hours.
Conversation Debt Debrief
$2,500
A working session built around your team's Conversation Debt picture. We look at where the gaps are, why they exist, and where to focus first. You leave with a clear priority list and a concrete plan for what to fix.
Conversation Architecture Review
$4,500
A half-day working session that maps how your team actually talks to customers today. We find the gaps, clarify who should be having which conversations, and come out with a clear picture of what needs to change and how.
Conversation Tuning Lab
$3,000
A practice-focused session where your PMs rehearse customer conversations with live coaching and feedback. Built around real scenarios from your product context. Teams leave with sharper instincts and specific things to do differently.
Who this is for
VP of Product/Innovation
What it looks like
Sitting in on a demo once a quarter. Reviewing NPS comments. Asking your PMs what customers are saying.
The gap
By the time it reaches you, it's been filtered twice. You're building strategy on a summary of a summary.
Talk through your situationSelected clients
Jake understands not only how a community should work, he knows how to make it work, for real. There are not many individuals out there who understand community from a practical as well as a theoretical standpoint, and I recommend his work highly.
Brad Justus
LEGO
Ridiculously efficient is the phrase that comes to mind. He is diligent about listening, conducting a thorough discovery phase and making insight-driven recommendations. Jake digests large amounts of information, makes quick decisions, and disseminates clear communications to the project sponsor and executive team.
Victor Reiss
Cancer Treatment Centers of America
Jake is a rare find. He has a diverse background ranging from consulting to brand work at some of the largest brands in the world and has proven success in building strategies that resonate with senior leaders.
Ashley Mainz
Southwest Airlines
Not sure where to start?
The free Conversation Debt Assessment gives you an instant picture of where your team’s biggest gaps are.