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	<title>Scalable Intimacy &#187; Customer Service</title>
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	<description>Branding in the age of social media.</description>
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		<title>Social Marketing Is Rooted In The Brand</title>
		<link>http://scalableintimacy.com/social-marketing-is-rooted-in-the-brand/</link>
		<comments>http://scalableintimacy.com/social-marketing-is-rooted-in-the-brand/#comments</comments>
		<pubDate>Wed, 21 Oct 2009 14:06:06 +0000</pubDate>
		<dc:creator>Michael Troiano</dc:creator>
				<category><![CDATA[Branding]]></category>
		<category><![CDATA[Case Studies]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Product Participation]]></category>

		<guid isPermaLink="false">http://scalableintimacy.com/?p=748</guid>
		<description><![CDATA[Your brand is not your logo, or your product. It&#8217;s not your trademark or your spokesperson, not your equity capital or your advertising. Your brand is something that lives in the hearts and minds of people out there, and in that sense social marketing is the purest expression of branding. Here&#8217;s a 5-minute talk to [...]]]></description>
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		<slash:comments>4</slash:comments>
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		<title>Timbuk2 Shows What Scalable Intimacy Means</title>
		<link>http://scalableintimacy.com/timbuk2-shows-what-scalable-intimacy-means/</link>
		<comments>http://scalableintimacy.com/timbuk2-shows-what-scalable-intimacy-means/#comments</comments>
		<pubDate>Tue, 20 Oct 2009 20:32:15 +0000</pubDate>
		<dc:creator>Michael Troiano</dc:creator>
				<category><![CDATA[Branding]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Holland-Mark]]></category>
		<category><![CDATA[Social Relationship Management]]></category>
		<category><![CDATA[Case Study]]></category>
		<category><![CDATA[Timbuk2]]></category>

		<guid isPermaLink="false">http://scalableintimacy.com/?p=743</guid>
		<description><![CDATA[It all started here, if you missed it. Holy crap: Elapsed time from blog post, less than 5 hours. I will never buy a bag from anyone else, and I will flog this story like a carpet going forward. Bravo, Timbuk2. You guys are the varsity.]]></description>
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		<slash:comments>0</slash:comments>
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		<title>Remember United&#8217;s last ad? No? You&#8217;ll remember this&#8230;</title>
		<link>http://scalableintimacy.com/638/</link>
		<comments>http://scalableintimacy.com/638/#comments</comments>
		<pubDate>Thu, 09 Jul 2009 21:34:58 +0000</pubDate>
		<dc:creator>Michael Troiano</dc:creator>
				<category><![CDATA[Case Studies]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Social Media 101]]></category>

		<guid isPermaLink="false">http://scalableintimacy.com/?p=638</guid>
		<description><![CDATA[United Breaks Guitars Um&#8230; yea. It&#8217;s bad for your brand if you treat people badly. Yea.]]></description>
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		<slash:comments>7</slash:comments>
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		<title>Social Relationship Management = SRM</title>
		<link>http://scalableintimacy.com/social-relationship-management-srm/</link>
		<comments>http://scalableintimacy.com/social-relationship-management-srm/#comments</comments>
		<pubDate>Thu, 19 Mar 2009 04:15:29 +0000</pubDate>
		<dc:creator>Michael Troiano</dc:creator>
				<category><![CDATA[Advertising]]></category>
		<category><![CDATA[Branding]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Product Participation]]></category>
		<category><![CDATA[Social Relationship Management]]></category>
		<category><![CDATA[Technologies]]></category>
		<category><![CDATA[Business]]></category>
		<category><![CDATA[Customer Management]]></category>
		<category><![CDATA[Customer relationship management]]></category>
		<category><![CDATA[customerservice]]></category>
		<category><![CDATA[Marketing]]></category>
		<category><![CDATA[Sales and Marketing Productivity]]></category>
		<category><![CDATA[Social network]]></category>
		<category><![CDATA[SRM]]></category>
		<category><![CDATA[Strategic management]]></category>

		<guid isPermaLink="false">http://scalableintimacy.com/?p=503</guid>
		<description><![CDATA[In prior posts I&#8217;ve discussed the concept of &#8220;Social Relationship Management,&#8221; or &#8220;SRM.&#8221; After some iteration (and the help of Perry Hewitt,) I&#8217;ve come up with an explicit definition: Social Relationship Management (SRM) - the processes a company uses to monitor, engage with, and activate the often large number of loose ties it maintains across [...]]]></description>
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		<slash:comments>24</slash:comments>
		</item>
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		<title>So what&#8217;s the scale threshold?</title>
		<link>http://scalableintimacy.com/so-whats-the-scale-threshold/</link>
		<comments>http://scalableintimacy.com/so-whats-the-scale-threshold/#comments</comments>
		<pubDate>Wed, 18 Feb 2009 18:29:11 +0000</pubDate>
		<dc:creator>Michael Troiano</dc:creator>
				<category><![CDATA[Advertising]]></category>
		<category><![CDATA[Branding]]></category>
		<category><![CDATA[Case Studies]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Product Participation]]></category>
		<category><![CDATA[Business]]></category>
		<category><![CDATA[Luxor]]></category>
		<category><![CDATA[Wi-Fi]]></category>

		<guid isPermaLink="false">http://scalableintimacy.com/?p=390</guid>
		<description><![CDATA[Clearly this does not matter to Luxor. I mean&#8230; as of this writing, it&#8217;s been viewed less than 250 times. It&#8217;s not going to impact their sales in any meaningful way, right? And who&#8217;s this Berkowitz guy anyway? Some loser who comes to Vegas for the WiFi? Yea. This penny ante stuff doesn&#8217;t matter to [...]]]></description>
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		<slash:comments>4</slash:comments>
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		<title>CoTweet Steps in Right Direction</title>
		<link>http://scalableintimacy.com/cotweet-steps-in-right-direction/</link>
		<comments>http://scalableintimacy.com/cotweet-steps-in-right-direction/#comments</comments>
		<pubDate>Mon, 16 Feb 2009 19:13:23 +0000</pubDate>
		<dc:creator>Michael Troiano</dc:creator>
				<category><![CDATA[Branding]]></category>
		<category><![CDATA[Case Studies]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Product Participation]]></category>
		<category><![CDATA[Technologies]]></category>
		<category><![CDATA[Brand]]></category>
		<category><![CDATA[CoTags]]></category>
		<category><![CDATA[Social Media]]></category>
		<category><![CDATA[Social network]]></category>
		<category><![CDATA[Twitter]]></category>

		<guid isPermaLink="false">http://scalableintimacy.com/?p=382</guid>
		<description><![CDATA[Been checking out CoTweet, a new player in the dedicated social media client space. Clear that it&#8217;s early for them, but both the idea and the execution are smart. Co Tweet is for brands who want to get multiple people engaged in the management of a single Twitter identity. Rather than Frank running ComcastCares, Bill [...]]]></description>
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		<slash:comments>4</slash:comments>
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		<item>
		<title>Web 2.0 and the Enterprise: A Symbiotic Relationship</title>
		<link>http://scalableintimacy.com/web-20-and-the-enterprise-a-symbiotic-relationship/</link>
		<comments>http://scalableintimacy.com/web-20-and-the-enterprise-a-symbiotic-relationship/#comments</comments>
		<pubDate>Fri, 06 Feb 2009 18:56:26 +0000</pubDate>
		<dc:creator>Michael Troiano</dc:creator>
				<category><![CDATA[Ad Agencies]]></category>
		<category><![CDATA[Advertising]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Social Media 101]]></category>
		<category><![CDATA[Web 2.0 Gurus]]></category>
		<category><![CDATA[Microsoft PowerPoint]]></category>
		<category><![CDATA[On the Web]]></category>
		<category><![CDATA[Online Communities]]></category>
		<category><![CDATA[Presentation]]></category>
		<category><![CDATA[Services]]></category>
		<category><![CDATA[Social network service]]></category>
		<category><![CDATA[Symbiosis]]></category>
		<category><![CDATA[Web 2.0]]></category>

		<guid isPermaLink="false">http://scalableintimacy.com/?p=339</guid>
		<description><![CDATA[Shiv Singh of Razorfish and the Going Social Now blog just posted a PowerPoint presentation he gave at a social networking conference in Miami, describing the increasingly symbiotic relationship between the enterprise and Web 2.0 technologies. It&#8217;s a good high level summary, touching on many of the themes of this blog. Web 2.0 and the [...]]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Who Needs Enterprise SRM?</title>
		<link>http://scalableintimacy.com/who-needs-enterprise-srm/</link>
		<comments>http://scalableintimacy.com/who-needs-enterprise-srm/#comments</comments>
		<pubDate>Tue, 03 Feb 2009 12:28:06 +0000</pubDate>
		<dc:creator>Michael Troiano</dc:creator>
				<category><![CDATA[Ad Agencies]]></category>
		<category><![CDATA[Branding]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Product Participation]]></category>
		<category><![CDATA[Social Relationship Management]]></category>
		<category><![CDATA[Technologies]]></category>
		<category><![CDATA[Business]]></category>
		<category><![CDATA[Online Communities]]></category>
		<category><![CDATA[Social Media]]></category>
		<category><![CDATA[Social network]]></category>
		<category><![CDATA[SRM]]></category>
		<category><![CDATA[Twitter]]></category>

		<guid isPermaLink="false">http://scalableintimacy.com/?p=321</guid>
		<description><![CDATA[(This post is the third in a series defining &#8220;enterprise social relationship management&#8221; that starts here.) Been reflecting on the two Uber-Bowl related Twitter incidents I compared in yesterday&#8217;s post &#8211; one in which advertisers tracked favorable reactions to their own commercials, another where an attentive non-advertiser closed some deals after spotting a negative reaction [...]]]></description>
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		<slash:comments>3</slash:comments>
		</item>
		<item>
		<title>Twitter Bowl</title>
		<link>http://scalableintimacy.com/twitter-bowl/</link>
		<comments>http://scalableintimacy.com/twitter-bowl/#comments</comments>
		<pubDate>Mon, 02 Feb 2009 17:27:03 +0000</pubDate>
		<dc:creator>Michael Troiano</dc:creator>
				<category><![CDATA[Ad Agencies]]></category>
		<category><![CDATA[Advertising]]></category>
		<category><![CDATA[Branding]]></category>
		<category><![CDATA[Case Studies]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Web 2.0 Gurus]]></category>
		<category><![CDATA[Dunkin Donuts]]></category>
		<category><![CDATA[Ford Motor Company]]></category>
		<category><![CDATA[Laura Fitton]]></category>
		<category><![CDATA[Super Bowl]]></category>
		<category><![CDATA[Twitter]]></category>

		<guid isPermaLink="false">http://scalableintimacy.com/?p=311</guid>
		<description><![CDATA[Laura Fitton posted a summary of Twitter-related activity on her blog this morning, and made mention of the brands advertising in the game who were making some effort to monitor real-time consumer response on Twitter: Thanks to many readers’ replies, I know that @etradebaby, @overstockdotcom, @danperry of Cars.com and @sobeworld are all engaging live during [...]]]></description>
		<wfw:commentRss>http://scalableintimacy.com/twitter-bowl/feed/</wfw:commentRss>
		<slash:comments>1</slash:comments>
		</item>
		<item>
		<title>What Enterprise SRM Isn&#8217;t</title>
		<link>http://scalableintimacy.com/what-enterprise-srm-isnt/</link>
		<comments>http://scalableintimacy.com/what-enterprise-srm-isnt/#comments</comments>
		<pubDate>Fri, 30 Jan 2009 21:47:44 +0000</pubDate>
		<dc:creator>Michael Troiano</dc:creator>
				<category><![CDATA[Branding]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Product Participation]]></category>
		<category><![CDATA[Social Relationship Management]]></category>
		<category><![CDATA[Technologies]]></category>
		<category><![CDATA[Database marketing]]></category>
		<category><![CDATA[Facebook]]></category>
		<category><![CDATA[Salesforce.com]]></category>
		<category><![CDATA[Social network]]></category>
		<category><![CDATA[SRM]]></category>

		<guid isPermaLink="false">http://scalableintimacy.com/?p=294</guid>
		<description><![CDATA[Saw this in today&#8217;s MediaPost: Appirio-facebookPersonal &#8220;friend&#8221; information stored on Facebook has become a treasure trove of information for companies looking to recruit new employees. Appirio Referral Management Solution, released today, lets recruiters and marketers locate new employees, raise buzz for campaigns and create closer relationships with customers, according to Ryan Nichols, VP of product [...]]]></description>
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		<slash:comments>5</slash:comments>
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