Pleased to see this morning’s initiative by Celtic to provide people with a more visible and accessible complaints procedure, including an “Our commitment to you” section. I know it’s almost blasphemous to use the word ‘customer’ in a football context, but when it comes to levels of service, it is useful to benchmark the ‘customer experience’ at Celtic Park, which is patchy and often disappointing.
I’ve been meaning to pick up this topic for a while but there is a Supporters’ Forum coming up next month, where various supporters’ groups will be given a chance to put issues of concern to the club, and I planned to raise it directly with the club before writing about it here.
Celtic have a great brand (if you indulge me with another blasphemous but useful term), born to feed the hungry, champion of the underdog, fundraiser for the poor and needy in Scotland and across the globe. We still have the unique Seville legacy – which is 11 years old today – and on Saturday, 47 years after their own crowning moment, the remaining Lisbon Lions will cast their considerable shadow over European football, but a great deal of the ‘customer contact’ reflects a club weary from more recent skirmishes. It needed be this way.
We are one of the world’s unique brand properties, like Disney, but a lot smaller, of course. Every customer contact, every public-facing decision, should reflect this. Disney understand this. They make you pay ridiculous amounts for their tat, but you pay willingly, because every customer contact reflects the highest service levels achievable. None of this comes on minimum wage, you need to select, train and retain good staff, who remain in place irrespective of available alternatives.
Legendary customer service is expensive, but if you own a uniquely ethical brand, paying that expense can be profitable.
Look around at brand management elsewhere. BP throw an environmentally responsible ‘better use of energy’ message at you straight from their home page, and they are one of the world’s most notorious polluters. Barcelona give their ‘More than a club’ message the prime spot (top left) on their home page, without a notion of irony around their tax or Qatar cash transactions. Apple have “Apple and the environment” prominently on their home page. They have little to do with the environmental movement, but they know how important to their business it is to maintain their unique brand.
Ethically, Celtic are miles ahead of any of these outfits but you need to go hunt for our considerable ethical works on the club website.
What should Celtic do when training, match day stewards, or kiosk staff (don’t start me)? What should we do when faced with an expensive business decision? Consult the brand values. Brand values are absolutely sacrosanct and the cost of maintaining them should be looked on as an opportunity to invest in them. At the moment lots of areas are under-invested in, reflecting completely different values to those who rush into the ground on match day.
Our values are to build a great football club which improves Health, promotes Equality, encourages Learning and tackles Poverty. Celtic do this through the very real help they give to thousands of people through Celtic FC Foundation. This is where we are today but all of this should have a higher profile.
When you visit the Celtic web site two days before season ticket renewal deadline day (today), you should be smacked around the senses with our work on Health, Equality, Learning and Poverty. Do that and the drag-through to renewals or merchandise sales will follow, ask Apple or Disney.
We need confidence in this strategy. I know it’s expensive, things are tight and demands enormous, but these values, this unique brand, is why we will flourish for another century.
If you want to raise a question at the Supporters’ Forum leave a note below.
Order your signed copy of Tommy Gemmell’s All the Best below.
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I’m pretty saddened by the divisions we currently have between fans and between fans and club (board). Lots to be debated of course though its arguable IMO how many of events subsequent to the demise of RFC were controlable by Celtic.
What agreement of the fundamentals, as i judge them,do we have? Easier to agree future responses if there is agreement as to how we got to be where we are.
Is the following accurate, if not why not?
+ It was not Celtics job to save rangers, the board didn’t and they weren’t saved.
+ It was Celtics job to disallow Sevco into the SPL, the board did and they weren’t allowed.
+ It was not Celtics job to block Sevco from SFL3, the board didn’t and couldn’t.
+ It was not Celtics job to adjudicate a tax tribunal, the board didn’t and the tribunal found the almost deceased NOT GUILTY.
+ It was not Celtics job to adjudicate the independent LNS investigation, the board didn’t and the investigation found the almost deceased GUILTY of irregularities but not cheating (see tax tribunal above).
+ It was not Celtics job to decide upon the imposition of a LNS penalty, the board didn’t and a ‘penalty’ was imposed (see tax tribunal above).
Of course its entirely possible nobody agrees with my summary and my epistle will have served no purpose other than use up 10 minutes of my allocated lifespan!!
Incidentally young Stanton looks the part !
By the bye, Morten speaks pure Glaswegian, so he does.
I might be in the minority on here tonight, but, I am delighted and privileged to be a ST holder for next season at my beloved Celtic Park. Hope I’m wrong in that statement about being in the minority. :-))) Mon the Hoops.
Weefra HH praying to Wee Oscar.
Sipsini
I see what you mean
weefrathetim
Well said.
Cowiebhoy / doc
All this talk about a number 2 is a load of crap ;)
parkheadc…
Funny that, when he was at Dens he spoke excellent Dundonian!
Young Stanton is about the only player on the park.
But JC and MW as 1 and 2, if the rumours are true would work.
If.
WeeFra, not at all, I’ll be there, so will tens of thousands more.
Usual place, usual time. We may even seek the Gazebo, or let them find us:-)
TBJ, thanks for the insight, care to expand:-)?
justafan
21:14 on 21 May, 2014
“Rangers are a fantastic club with a great history. They will, in not too long a time, be back in the SPL. I have no doubt about that.
“And they’re needed for Scottish football because of their following, the size of the club and especially their history. We certainly would like to contest with them every week. We believe we have a better team and management structure.
“For us, it’s disappointing that they are not there but that’s decisions by the various clubs and leagues and we accept those.
“Rangers are one of the great clubs in Britain and we have to acknowledge that.
“They are a motivation for us to go along and beat them in every Old Firm match, so we miss that opportunity.”
Or are you a bunged up:-))
Justafan
I have no interest in that other mob, of whatever they are now
I’m sure the board ( or PL to most) have done what they believe to be right for Celtic
The frustration is in what they have not done for their Fans ?
You know, I went into renew season ticket yesterday ( incidentally some house fire that was in Belvidere terrace across from Celtic club), the seat I have had since we returned from Hamdump, I awaited 10 mins as the Ghirl goes into the back office, what’s the problem I ask when she returns, oh your seats been taken – Astounding
Sorted though, and back in my own seat for 4 in a row :-)
Hail Hail
Ernie…
Not sentiments I share much of but…your answer to my statements?
Will there be Armageddon for the Championship next season if Hibs stay in the Premiership?
Ernie-
It’s been a good few days since you posted that comment. I was beginning to think you were slipping up.
Something you want to tell us perhaps?
I understand Morten is/was in the frame.
I also understand that the club want to appoint someone who would be able to step up, if required, for the sake of continuity.
That is why I think Johan left now, to be followed next year by Neil.
TET,
….and who appoints and trains/ grades the refs?
valentinesday
18:57 on
I feckin hope you’re backing Engerlund at the upcoming World Cup in Brazil.
Request for all you travellers. I’m heading to the Far East in Friday. Well port seton, just been told got a wee celebration when through. Looking for a recommendation for pub/ restaruant nearby ?
FeckininlawsCSC
aiden bhoy
Thanks for your response. HH
doc
No more than I would have expected. Looking forward to meeting up again at the ole CQN corner. It really is a special place on matchday. :-))
Weefra HH praying to Wee Oscar.
Connaire12, prayers said, will be thinking of you tomorrow.
Bma
glasstwothirdsfull
21:22 on 21 May, 2014
Will there be Armageddon for the Championship next season if Hibs stay in the Premiership?
YoubetchaCSC
Cowie…
Think your point about fan engagement and appreciation is spot on.
In part my post was trying to lay aside some elements of the past and concentrate on the future of us as Celtic fans and the future in renewing the club, ignoring the ignoble entity soon (or not) to infect a stadium near you!
Doc
Constipation is no laughing matter
I get impression Collins is very much his own man and cant see him being No.2 to NL.
I’ve heard a few pros praise him about his sound knowledge of the game and also his contacts at home and abroad. At 48ish he certainly has a lot to offer.
HENRIK LARSSON has emerged as odds on favourite to succeed Neil Lennon as Celtic manager.
Leading Scottish bookmakers, McBookie, announced that the former striker was odds on for the job this afternoon as rival firm Paddy Power temporarily suspended betting on who would be next to manage the club after a flurry of big-money bets over the past 48 hours.
The Irish firm reopened the betting this evening with Larsson a 15/8 on favourite, with second favourites Aston Villa boss Paul Lambert and former Wigan manager Owen Coyle at 11/2 and both ex-Man United gaffer Davie Moyes and current Dundee United manager Jackie McNamara at 15/2.
McBookie list Larsson as their 1-3 favourite with Coyle and Lambert listed at 6/1.
The bets have flooded in as rumours continue to grow around Celtic boss Lennon’s future.
The Irishman is widely believed to have made Norwich’s short-list of three for the vacant manager’s job, with former boss Malky Mackay and Gianfranco Zola, also in the frame as City plot a return to England’s top flight.
Lennon has also been tipped to succeed relegated West Bromwich Albion manager Pepe Mel at the Hawthorns, although sources close to the manager suggest that this move is a non-starter, despite the Celtic manager making clear that he would like to manage in England sometime in the future.
Larsson would be a surprise choice to replace his former Celtic team-mate in Glasgow and is currently in charge of Swedish top flight side Falkenbergs after a promising start at Landskrona ended with a failed promotion bid in 2012.
The Swede would however be a popular choice with Celtic fans having scored 242 goals in his seven-year spell in Glasgow and been voted into the club’s greatest ever team by the fans.
Celtic had, from their formation, brought a pioneering spirit to football. By the start of the 20th century, they’d also started to undertake a series of trips across Europe, which was unprecedented for any Scottish team up ‘til then.
In 1914, on the back of a league and cup double, and just months before the continent was embroiled in conflict, Celtic embarked on a European tour, which included a trip to Hungary.
Local Budapest side, Ferencvarosi Torna, put up a splendid vase for a charity match between Celtic and Burnley.
A fiercely-contested game ended in a draw and couldn’t be replayed since Celtic were returning to Scotland the following day. With both teams refusing to play extra-time, the trophy was withheld, though a compromise was reached which would see Celtic travel to Burnley for a deciding match.
The Hoops won that match 2-0, but the trophy never materialised from Hungary. Subsequent investigations revealed that it had been disposed of in a fundraising venture during World War One.
However, a trophy did eventually end up at Paradise. In 1988, the officials of Ferencvaros presented a vase to the club, in recognition of that 1914 triumph and also to mark Celtic’s centenary.
The Ferencvaros Vase, which now sits proudly in the Celtic Park boardroom, was presented to the club in April 1988 on the day that the Hoops clinched the league title.
Have been beating the John Collins drum for a while. May be a test of his love of the club to accept the no2 position but would surely lead to an opportunity at the top job.
Continental style and experience . Emphasises technique and physical fitness. Easy choice for me.
Where are the NL leaving rumours coming from.?
Puukki scored 2 the night for Finland in a friendly!
If Henrik thought Mo Bangura was a Celtic class striker, he can stay in Sweden
Great Player doesn’t make a great Manager
Hail Hail
More evidence of Armageddon with that crowd at Hamilton.
Any admission yet from Regan, Doncaster or our clueless msm that they got it badly wrong?
Cowiebhoy
Agreed not for me
Would probably fill the stadium though.
Collins didn’t exactly leave us with best wishes ringing out loud for those who can remember that far back.
Would be seriously pissed off if he arrives at CP.
Cowiebhoy,
Aye. I love ma Mrs almost as much as I love Henrik bit I wouldn’t want her managing celtic either.
thomthethim for oscar ok
21:23 on 21 May, 2014
———————————–
You could be right about that scenario. Big Johan has been very coy about his intentions for the future. I don’t believe Lenny would just leave the club at the drop of a hat but would probably prefer a seamless transition from him departing to having a replacement in place.
I don’t think we will see a manager at stay Celtic for any more than 5 years. If they are successful they will see their ambitions stifled by player sales to keep the finances rosy if they are unsuccessful they’ll get their jotters.
Such will be the life of a football manager while we remain in the SPFL.
Stuff all this bad stuff. The purple one tomorrow night and Tony Bennett playing in September, does it get better?
EclecticCSC
Auldheid
Here’s one for the Forum
When Celtic get into Champions league this year, tell them to leave us fans in section H ( originally known as H, area in front of North Stand Exec seats ) in our own seats
Put the sponsors into the padded seats in Jock Stein Stand
Makes sense to me, as fed up being moved, and seeing numerous seats sit empty where we are moved from
Hail Hail
If Lenny goes
David Moyes for me
Or
Malky Mackay
Larsson is a no go