 Focusing on the customer: a paradigm shiftSusan Barlow, Stephen Parry and Mike Faulkner Chapter Chapter 2 in Sense and Respond, 2005, pp 19-35 from Palgrave Macmillan Abstract: Abstract There is a well-known story about a traveller who came upon three individuals working with stone. Curious as to what the workers were doing, the traveller approached the first worker and asked, ‘What are you doing with these stones?’ Without hesitation the worker quickly responded, ‘I am a stonecutter and I am cutting stones.’ Not satisfied with this answer, the traveller approached the second worker and asked, ‘What are you doing with these stones?’ The second worker paused for a moment and then explained, ‘I am a stonecutter and I am trying to make enough money to support my family.’ Having two different answers to the same question, the traveller made his way to the third worker. The would-be philosopher asked the third worker, ‘What are you doing with these stones?’ The third worker stopped what he was doing, bringing his chisel to his side. Deep in thought, the worker slowly gazed toward the traveller and shared, ‘I am a stonecutter and I am building a cathedral!’ Source unknown Keywords: Paradigm Shift; Customer Loyalty; Current Arrangement; Customer Experience; Frontline Staff (search for similar items in EconPapers) There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it. Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-0-230-50814-9_2 Ordering information: This item can be ordered from Access Statistics for this chapter More chapters in Palgrave Macmillan Books from Palgrave Macmillan |
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