Why Customer Experience Selling Wins in Today’s Market

Tom Scabareti
Apr 16
2 min read

What is Customer Experience Selling?

Selling is selling, right? You find a prospect, deliver your pitch packed with features and benefits, maybe cut the price, and boom—the deal is done. Simple!

Well, if that’s your approach, I’m here to tell you that’s not what I’m talking about.

Traditional sales have long focused on pushing products—sometimes the right one—while guiding the customer to the finish line. Sure, this might work occasionally, but more often than not, it leads to a one-time sale or, worse, buyer’s remorse.

Customers today want more than just a transaction; they want an experience where they feel valued and understood. If they don’t grasp the process, they can quickly become confused and withdraw.

No matter what product or service you offer, customers crave a sales process built on trust and relationships. That’s what leads to long-term buyers and referrals.

Customer-Centric Selling

So, what is Customer-Centric Selling? It’s still selling—but with a twist. The focus shifts from what you’re selling to what the customer truly needs. I can already see the skepticism on your face!

Many customers come to you because they saw an ad, a marketing piece, or found you online. They think they know what they want, and you’re more than happy to make your pitch and close the deal.

But in this approach, we hit the brakes first. We start by asking smart, targeted questions to uncover their real needs. You might have the perfect solution, but unless you diagnose first, you risk committing sales malpractice.

The three core elements of a customer experience sales strategy are:

1. Discovery – Uncover what the customer truly needs.

2. Engagement – Build a connection and establish trust.

3. Delivery – Present the right solution, even if it’s not yours.

A key component of this strategy is having a deep, reliable network of business partners who offer solutions that complement or even surpass your own. Without this, you’re just another salesperson pitching a product.

I offer a complete course on networking and building your support team to help you create a seamless customer experience.

This process starts with exploring the need, clarifying the solution, and demonstrating value to the customer. And if your product or service isn’t the right fit?

Then you make a referral—introducing them to a trusted partner who can provide the best solution.

That’s how you create long-term customers and a thriving business built on trust.