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The One Question That Defines Real Customer Centricity with Laura Patterson
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What does success look like—for your customer?
In this episode, Alyssa Nolte sits down with Laura Patterson, co-founder of VisionEdge Marketing and a pioneer in customer-centric growth strategy. Together, they unpack the one question too many companies overlook—and why answering it could be the difference between transactional sales and long-term loyalty.
Laura shares what decades of working with complex B2B organizations have taught her about value, trust, and why most customer experience strategies fail to deliver. If you're tired of vague talk about “putting customers first” and ready for a concrete framework that drives real results, this conversation is for you.
Key Takeaways:
Customer centricity starts with one question: If you don’t know what success looks like for your customer, you can’t deliver real value—no matter how strong your product is.
Touchpoints are moments of truth: Every interaction—down to a billing email or chatbot response—is a chance to deepen trust or damage it.
Don’t assume, ask: The most effective companies don’t just segment customers—they give them agency, ask how they want to work, and build around that.
Key Moments:
00:00 Introduction and Welcome
00:15 Building a Community
01:03 Laura's Origin Story
03:13 Customer-Centric Strategies
04:34 The Importance of Empathy in Business
06:55 Challenges and Shifts in Customer-Centricity
12:16 Creating Stellar Customer Experiences
17:50 The Role of AI in Customer Interaction
23:46 Valuing Customer Feedback
26:06 Influential Leaders in Customer-Centricity
28:23 Conclusion and Contact Information
Welcome to The Growth Signal, where we’re throwing out the old playbooks, and reimagining the future of customer relationships.
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