Good posting from Michael Pollack at SmallBusinessBranding.
I like the photo and commentary.
I especially like the closing:
"The next time you consider writing a check for an advertisement of any type, ask yourself if you're just rearranging deck chairs on the Titanic. Ask yourself if that money would be better invested in your customer's experience. Ask yourself if your company looks as good naked as it does underneath all the fancy advertising."
Focus on the basics of the customer experience.
Treat your customers well.
Treat your employees well so they will be able to serve the customers well.
The front line does not lie.