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Focusing on the customer: a paradigm shift

  • Susan Barlow
  • Stephen Parry
  • Mike Faulkner

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 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

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Copyright information

© Susan Barlow, Stephen Parry and Mike Faulkner 2005

Authors and Affiliations

  • Susan Barlow
  • Stephen Parry
  • Mike Faulkner

There are no affiliations available

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