Silke Robeller, Director of Global Customer Care at Rainforest Alliance, explains why customer service is a company’s business card. She demonstrates how a 95 percent satisfaction rate indicates a significant impact on growth. Silke shares tactics to overcome the label of being a cost center. She maps practical steps for proactive cross-functional influence.

“Your support is the business card of your company, and if it’s better than your competitor, this pays directly into the customer satisfaction and the loyalty of this customer to your brand.” - Silke Robeller.

This episode examines how CX redefines value within the business. Silke shares evidence that shifts cost center perceptions, explains how CSAT signals revenue impact, and shows why involving customer care early in launches improves outcomes across sales, product, and operations.