SOCAP Member Spotlight: Katie Biehl of Morton Salt, Inc.
Click here to access the full digital issue of CRM Magazine Summer 2015
Katie W. Biehl serves as the manager of consumer affairs and engagement, a newly created role for Chicago-based Morton Salt, Inc. She joined the company in 2014 with a mission to elevate the current department by advocating for the iconic brand through consumer-focused messaging, increasing operational discipline, engaging Morton’s consumers in unique and exciting ways—all while ensuring an efficient and warm consumer care experience. With a varied background in program development,
project management, marketing and hospitality, Katie brings a broad range of transferrable skills to her new career and is thrilled to be a new member of SOCAP. What unique customer care challenges do you face?
Being a 165+-year-old company, Morton Salt is often viewed as the authority on all things salt. As such, our team frequently receives challenging technical questions that require cross-departmental collaboration with our technical team. Ensuring we guide consumers to use our products as intended, while providing great customer care
and—most importantly—keeping our consumers safe, is crucial. What is your favorite inspirational quote?
Steve Junk, executive IT consultant and retired CIO of Ulta Beauty, raised his children on the following quote: “Be honest. Be nice. Be happy.” While so simple, these
words inspire and challenge me to try harder and be better each day. Do you have a mentor? If so, what is the most important thing you’ve learning from him/her?
Luckily, I’ve had a few solid mentors in my career. However, one in particular lives and breathes the philosophy of being truly present with whomever he is interacting. He is passionate about the skill of listening and always makes it a single-task focus—without judgment or anticipation of what one wants to contribute next to the dialogue.
This is a skill I hope to instill in my team members as they work with our consumers. How do you recharge your professional batteries?
I love to learn! Continuing my education through seminars, SOCAP events and reading the latest business book helps to keep me motivated and ready for the next challenge. When I’m feeling particularly drained, I reread “Who Moved My Cheese?” by Spencer Johnson, M.D. It reminds me to keep moving and growing while focusing on the future instead of the past. Give us one “off the resume” fact about you.
I may occasionally be caught singing as a guest artist with a local Blues bands in the Chicagoland area.