In business there's one thing we need to focus on constantly – our customers and their experience. It's not what I think (the business owner) but what you think (the customer). At the cafe where I got this cup of tea, the marshmallow on the saucer suggests that somebody was trying to give me a little something extra, and a good experience. But my primary desire is to have a great cup of tea. Glance around your average cafe and there's a very expensive machine to make awesome coffee. Organic, fair trade, freshly roasted beans. A barrista who's been taught how to add delight to the coffee experience. By comparison, tea drinkers (I know we're a minority) are often given little if any thought, and yet the cost of purchase is the same, and in some cases higher. I don't want that ugly "floater" in my cup. And what am I supposed to do with it? I want a teapot – a good one by the way, not this one, which is sold in the millions and invariably causes a flood. Despite the something extra, this picture says the cafe either doesn't care or doesn't understand me. Everything we do is a marketing touchpoint. Best, Heather PS Nobody's perfect - if you think we're doing it wrong, please tell us so we can put it right.