Keynote speaker

Martha Roberts

Head of Customer Service Communication

Royal Mail

  • TOPIC: Social customer service
  • DATE: 21st May 2014
  • LOCATION: London
  • KEY DISCUSSION: How can companies align service with customer expectations in social? Royal Mail reveal how it uses social to keep 400K plus customers happy in social
Martha Roberts knows a thing or two about customers. As head of customer service communications at Royal Mail she is responsible for supporting and communicating with 400 thousand business customers, and 29 million UK addresses who use Royal Mail. She is also accountable for engagement & internal communications for 1300 people across 9 UK service centres. Wow! Martha will be discussing the issues that matter in social customer service.

She’ll be taking a good look at:

  • Kick-starting the Royal Mail social customer approach with what customers want – including running towards the tough stuff!

  • Getting organised and integrated across a large company including customer services, PR and internal communications

  • Using social service as a lever for fixing what matters to customers

  • Learning and communicating when your organisation ‘shines’ – the power of social feedback to motivate and overcome traditional silos

Social customer service infographic web

Some of the lovely brands that came to previous Speakeasy events:

Liberty, TripAdvisor, Affinity Water, Thomson Reuters, Tesco, Santander, Ladbrokes, Ocado, Cisco, BP, Ernst & Young, Dyson, La Prairie, Birds Eye, ITN Source, Thomson Reuters, KPMG, Red Bull, Hertz, NTT Data Corporation, See Tickets, Hawksmoor, Marston Group, Merlin Entertainments, White Stuff, WorldPay, Ernst & Young, Mears Group, Ladbrokes, Kaspersky, Fujitsu, Clarks, UNICEF, Dyson, Virgin Media,  Vodafone, Post Office, Unilever, Cundall, BMW, Pepsi, Shoretel, Eley Ltd, JD Williams, White Stuff, Cision, Classic British Hotels, Brown-Forman Beverages; and hundreds more!

Have we tempted you to attend the Social Speakeasy?  Send an email to Sarah, and we’ll add you to the guest list