With all this talk about 'Conversations' with customers and Social CRM (to build loyalty or achieve a sale). I thought some of you might find this article on the Consumerist interesting: http://consumerist.com/tag/murky-coffee/?i=5025306&t=coffee+shop-threatens-to-punch-customer-in-his-dick.
The old adage of the 'Customer is always right' is more true today than ever (even if the guy was a philistine for wanting an iced triple espresso).