In this solo episode, Jake introduces the second pillar of the Customer Conversation Compass: Conversation Architecture. He opens with a real story about a virtual support group for parents of kids in a mental health crisis, and what happens when the organization running it never bothered to design the space.

Jake breaks down the seven dimensions of Conversation Architecture, the intentional design work that happens before anyone says a word.

Find out more about the Conversation Compass at: https://compass.jakemckee.com

What if the best training ground for customer conversations is in a plane at 35,000 feet, or a beginner ski slope at 7am?

Martin Drayton has spent decades reading strangers fast and figuring out how to reach them. As a flight attendant and snowboard instructor, that's the whole job.

Today we talk about what that actually looks like and what product teams can steal from it.

Find out more about Martin at:
https://www.instagram.com/emdee_scale_models/
https://youtube.com/@emdeescalemodels
https://www.facebook.com/MartinBuildsModels

More information on conversation design at: https://jakemckee.com/compass

Most product teams believe they understand their customers. They have NPS scores, research decks, and Slack channels full of feedback snippets. What they often don't have is an actual conversation.

In this Exploration episode, I dig into Conversation Debt: the accumulated cost of conversations that never happened. We cover what real customer conversation actually is, how debt accumulates through layers of secondhand insight, and why AI tools are making this problem faster and harder to see at the same time.

One stat that tends to land hard: 80% of executives believe their company delivers a superior customer experience. 8%of customers agree.

That gap has a name. And it's fixable.

Take the free Conversation Debt Assessment at jakemckee.com/compass.