Customer-centricity comes first, followed by customer experience, and then customer service.

Customer-centricity: Being customer-centric is the foundational mindset and approach that drives all customer-related initiatives. It involves understanding and prioritizing customer needs, preferences, and expectations throughout the organization. Customer-centricity sets the stage for creating a customer-focused culture and informs decisions and strategies that aim to deliver exceptional customer experiences.

Customer experience: Once an organization adopts a customer-centric approach, it can focus on designing and delivering a great customer experience. Customer experience encompasses all interactions, touchpoints, and emotions a customer has with the organization across the entire customer journey. It includes factors like product quality, usability, personalization, consistency, and emotional connections. Customer experience encompasses every aspect of the customer's interaction and is shaped by the organization's commitment to being customer centric.

Customer service: Customer service refers specifically to the support and assistance provided to customers when they have questions, problems, or need assistance. It is one component of the overall customer experience. Once an organization has established a customer-centric approach and designed a comprehensive customer experience, it can focus on delivering excellent customer service. This includes timely and effective responses to customer inquiries, issue resolution, and providing support channels that meet customer expectations.

In summary, customer-centricity is the mindset that drives an organization's customer-focused approach. This leads to the design and delivery of a comprehensive customer experience. Customer service is a subset of the customer experience and focuses on providing specific support and assistance to customers.