Scott Donation, blogging at Advertising Age, says your customers are more important than your brand:

“I hate to say it, but we need to re-draw the wheel one more time. This time, take the brand out of the center spot and replace it with your customers—audience and advertisers. Yes, media products should still think of themselves as brands, but everything they do needs to be organized around serving the customer, and the only way to create a truly customer-focused operation (rather than just mouthing the words) is to start at the core and build out. “You become what you say you are,” a savvy publishing-industry chieftain said during a recent lunch with me and my management team.” [Thanks, Roger]