Jake McKee

About

I help product teams escape secondhand insight and make decisions from real customer conversations. For more than 20 years I've worked at the messy intersection of customers, communities, and product teams, from building LEGO's global fan community, to leading Apple's support communities, to coaching product leaders today. Different companies, same lesson: the teams that win stay close to the people they serve. Most teams aren't short on data, they're buried in it. The signal that actually moves a product comes from a small number of direct, honest conversations with the people who use it. I call them the Crucial Few. Finding them, vetting them, engaging them, and knowing how to prioritize what they tell you: that's my work. It works like an audit that keeps the business, and your team healthy. My work centers on the Customer Conversation Compass, a practical framework I created that helps teams: • get back into direct customer conversations • hear what actually matters, not just what's easy to report • turn those conversations into better product decisions If you care about better products, healthier customer relationships, and conversations that don't waste anyone's time, we'll p

Experience

Education