I agree. I have been buying lattes for years and for the past four months, they have been tasting like milk with a splash of espresso. It doesn't matter which one I go to. Even the Starbucks at the two airports I was in prepared them the same way. I don't know if this is a cost cutting measure, but I don't tip anymore. Every time I go, I think that maybe this time it will be done right. But no, I still am drinking milk with my splash of espresso.
And I would say they believe excellent customer service is outdated. They are the only ones I know who will blog about how great they are and how customers 'suck', but can't do their job properly. I would have been fired a long time ago if I performed like that.