Matt Ayers

Master the Art of Customer Conversations

A six week coaching program where you will learn proven techniques for customer conversations that reveal insights about their needs.

Techniques

Start, Structure, and Guide Meaningful Conversations

A great customer conversation starts with clarity and structure. In the program, you’ll learn how to initiate a conversation with purpose and guide it through key topics in a way that uncovers valuable insights. You’ll discover how to structure the conversation to explore your customers past, understand their present challenges, and look ahead to their future, ensuring you collect the information that will lead to finding their unmet needs.

You’ll learn how to guide them in a way that leads to meaningful insights. From the opening question to the final reflection, you’ll gain techniques to structure your conversations and ensure that you gather actionable feedback that addresses both current challenges and future opportunities.

  • Gain skills to structure conversations that deeply explore the experience of your customers

  • Develop strategies to guide conversations while staying focused on uncovering key insights

  • Build the ability to adapt and steer conversations as they unfold

Confidence

Capture Insights with Confidence and Avoid Common Pitfalls

The ability to capture key insights is a skill that can be developed through practice. In this session, you’ll learn how to listen deeply to your customers to identify important views they hold about the world. You’ll also learn how to avoid common pitfalls, like closed-ended questions or biases, and gain the confidence to ask the right questions that will uncover your customers’ true and unmet needs.

You’ll master techniques for actively listening and capturing important quotes, as well as recognizing patterns in customer feedback. This session will also teach you how to avoid pitfalls such as leading questions, so you can have more meaningful, open-ended conversations that lead to valuable insights.

  • Gain confidence in asking open-ended questions that lead to in-depth responses that lead to insights

  • Understand how to avoid closed-ended questions and assumptions that limit the depth of your conversations

  • Develop strategies to turn insights into clear actions and improve what your business offers

About me

Matt Ayers

I’m an industrial designer with twenty years of experience in design projects, where I’ve specialised in talking to customers to uncover their unmet needs. Throughout my career, I’ve had the privilege of working across a diverse range of industries, including banking, insurance, manufacturing, tourism, media, and government. This breadth of experience has given me a deep understanding of the unique challenges organizations face when bringing products and services to market.I’ve become a developer and built an app to help bridge the gap between companies and customers, and I’ve also built internships at organisations to help designers deepen their skills in customer conversations. I’ve worked in roles building the design and product functions within companies, ranging from startups to large corporates, as well as the social sector and government.What motivates me to run this training is the belief that anyone can become really skilled at customer conversations—and even come to love them! I understand the challenges that come with working in organizations and engaging with customers to improve the products and services, so I take a strategic yet pragmatic approach to everything I do. I’m passionate about helping people build confidence in having these critical conversations, finding insights significantly change an organisation.Through my own journey, I’ve learned how to ask good questions, listen carefully, and find insights that form the basis of new products or services. In this session, I want to share those tools and techniques with you so that you can walk away feeling confident to connect with your customers and find the needs that you can meet.

"Matt has been instrumental in helping me hone my craft in customer conversations."
~ Crystal Lin, Associate Director (Product Design Innovation) at NAB

"Matt has an incredible ability to transform teams and their ability recognise and serve their customers in natural and effective methods."
~ Manthan Metha, Product Manager at Coles

“After working with Matt our whole team gets 10x more value from talking to customers”
~ Tim Scullin, Founder at Thieve

Book

6 Week Coaching Program

This six week coaching program will equip you with the skills and confidence to engage with your customers and identify their unmet needs. Whether you’re new to customer interviews or looking to refine your approach, this coaching offers practical tools you will apply right away.The structure of the program includes two hours per week, where you will have an hour of learning and reflection along with an hour of practicing conversations with real customers. I will begin my demonstrating conversations with customers, and then coach you as you gain confidence in the skills of these conversations.Cost : $US1,200.00