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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!!bada bing!!
21:57 on 21 May, 2014
Mackay 2/7 for Norwich job,NL
11/4 2nd fav,the manager markets are very volatile.
——————————————————————-
http://i58.tinypic.com/wmiloz.jpg
;-)
Pierluigi collina masterclass just starting on skysports 1 just starting.
I watched first ten mins of this the other night. Quite interesting.
Some on here still cite Aberdeen fans as being a group who have dealt with Campbell and others better than us. Is that the same Aberdeen fans who gave money to the SFA for the SC semi and for Scotland games?
1967 Celtic Players’ Itinerary for Lisbon, given to me by Willie Wallace!
http://www.calameo.com/read/000390171e184816ff0e7
Cowiebhoy
21:34 on
There seems to be a lot of rumours re Lenny and will he go/stay etc. I’m with you on the King of Kings was a great player but doesn’t appear to have what it takes to be a top manager. But as BRHT said earlier the guy making up the shortlist for DD will look at it as a financial decision as see Henrik as a no brainer as he’ll sell more tickets.
I would like Celtic to look at some of the up and coming managers in Scotland, namely Paul Hartley at Dundee or Ian Murray at Dumbarton. IM especially as I honestly believe he will one day be a top top manager. Sometimes you have to take riske, we did previously when we appointed Lenny and fortunately it turned out not to bad.
If Lenny goes then he goes with my good wishes but to be perfectly honest I don’t think too many within our support think he is capable of moving us in the right direction as a team with ambition. This season was a disappointment for me, 2 finales at Celtic Park, a once in a lifetime opportunity to win a cup at our home ground and we failed dismally.
Europe was a complete embarrassment. Milan at home was the most inept team display I have witnessed in Europe for over 15years and the thing is I feel if Lenny is still in charge next season we may see more of the same in the CL(if we get there).
Fair point about Milan Eddie. They are garbage and play in a poor league. Our record against the Italians has been humiliating in recent years.
cowiebhoy
21:55 on 21 May, 2014
Yes I AM from Stirling….born in the Gorbals, though….chuckie
john o’neil
22:11 on 21 May, 2014
Be Jayzus, you come away with some crackers at times ….. :)
twists n turns
21:30 on 21 May, 2014
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…………..
…………………..
T&T this is from the official Celtic website and was posted at 17.13 today which is rather late but then I had been posting my article on this since about 6.am this morning on Twitter and I had also posted Burnely FC’s excellent article on the same game by about 9.am this morning.
Mine is here from the Wiki
http://www.thecelticwiki.com/page/1914-05-21%3A+Burnley+FC+1-1+Celtic%2C+Tour+of+Hungary%2C+Austria%2C+Germany+%2F+Budapest+Cup
And I have linked Burnley’s on mine.
I don’t know if the Celtic FC one was in response to my comment that: “it was a pity that our club hadn’t done the same as Burnley”, but our club’s Newsroom has made a mess of this article.
They say Celtic went home the next day. Celtic in fact went home at least 12 days later because on 1st June they played the last game of their tour against Berlin Preussen and had played another three games after the Burnley, these were against Vienna Sports Club, Leipzig, and Hertha Berlin.
Of course they might have went home the next day and then came back again?
No wonder we despair of our beloved club.
If you know the history.
H.H.
eddieinkirkmichael
22:07 on 21 May, 2014
Neil is going nowhere….can’t believe you’re actually discussing the subject….media shoite
Cowiebhoy
He had the fall about six weeks ago and has had major plumbing issues since. Been treated for a UTI but we feel that the fall damaged his kidneys and associated functions.
He was rushed into the Emergency Room last night because things had got so bad – even a catheter was useless. He had a bad night but the urologist got him sorted eventually. Brought home by ambulance today and he now has a “hospital” bed at home. Very very tired and sleeping a lot.
Thanks for caring.
HH
So much has happened in the last 2 years and as much as the writing was on the wall for Rangers financially, what has taken place since has been astonishing.
From RTC, Whyte, Ticketus, BDO, Green, Sevco, 5way agreements, bought history, The Deeds, Charlotte, HMRC, Phil Mc, TSFM, James Forrests blogs…..etc, etc, etc….and last but bu no means least, CQN!!!
There has been so much information on the internet despite so much being secretive.
It has been 1 thing after another and yet more keeps coming with the discovery of this tv deal.
There is going to be loads more as well with the upper tier tribunal goin on, court cases in the background, floating charges, another admin, and who knows what else.
I was wondering if anyone has had the foresight to save all the stuff that has been available through these last few years?
Living wage.
Shouldn’t and won’t be done. I doubt most Celtic fans care about this. It is a minority issue. Some of the same people complaining about this also demand that Celtic spend more money on millionaire players. Strange.
Weefra,
I’m saying no more in case you really do know her. Lol
Gotta disagree Eddie, at least a bit, Europe wasn’t our best in the season just past.
The year before last years utter disaster in Europe wisnae too bad:-)
Maybe it was beginners luck, beating Barca, winning away(first in CL GS).
Every manager has a time at a club, then it’s time to move onto the next challenge, if this is the time for Lenny to move on I wish him well.
A couple of bad results in a very difficult group, maybe not as good as we would like or expect, but not a disaster, and certainly not embarrassing.
Just an opinion.
eddiein…
Hartley? Murray? Really?
I’m surprised. I see potential but nothing more. I’d like to imagine a more experienced appointment. Europe is so important for us.
Don’t agree with you regarding “I don’t think too many within our support…”
Europe this year was poor, despite reasonably good play in the first couple of games. League performances were the best for a while.
Remember also the performances the season before.
I’m not saying all’s well but a bit harsh.
I would point out I wasn’t a supporter of Neils appointment but he has surpassed my expectations and he has matured and improved as he has gone along.
You may be right that he’s at his limit, we don’t know.
HH
I’ve said it before and not many liked it but…..
I hope the future is John Collins
Every time I see him I think ‘you love Celtic and you hate to see use lose’
It’s obvious
Cmon JC
Eddie
Had Celtic got to the final on Saturday, Oor day oot would have consisted of Lionsroar and I, we refuse to put any money into an SFA competition – true
I do agree we should have been there though, although losing a one off game in the cup ?
I also have no interest in the League cup, should play our young Bhoys right through that competition
Champions League I agree, outwith 1st game thought we were very poor, that could have been down to a relatively new team building and structure played
Will be difficult again this year, as we are a pot 4 team by look of things
Will be glad to be there though :-)
Hail Hail, and great to have seen you Saturday
GM. Think it was the last time that Pierluigi Collina was at CP, his performance was so splendid that I remember leaving the ground and all around me fans were talking about the wonderful referee. Not something that could possibly happen if a Scottish ref. were in charge.
If and when Lenny does leave.
Anybody but Owen Coyle, please.
HH
winning captains
22:06 on 21 May, 2014
1967 Celtic Players’ Itinerary for Lisbon, given to me by Willie Wallace!
http://www.calameo.com/read/000390171e184816ff0e7
“:::::::::::::
flight DA etc.
DanAir ……….. oh the memories of travelling on them to Corfu come rushing back.
Rwe,
Are you the father of Tony? If so, I wish him well. I enjoyed looking at the blog in more detail last night. Some funny tales. Best wishes.
67heaven … i am neil lennon, supporting wee oscar..!!.. ibrox belongs to the creditors
22:16 on 21 May, 2014
eddieinkirkmichael
22:07 on 21 May, 2014
Neil is going nowhere….can’t believe you’re actually discussing the subject….media shoite
NL has been very happy to discuss the prospect of moving on.There is an easy way to stop all the speculation.If it does happen ,the sooner the better IMO. He is 4/1 fav for Fulham job,if they come knocking 2 days before the CLQ,it will be very distuptive.We are 3 ties away from a £20 mil + CL payday.HH
geordie munro
Yer safe, haven’t a friggin clue who you or yer mrs are. :-))))
Weefra HH praying to Wee Oscar.
RWE
Richie has the Hootenany Flag for delivery to you
Be Nice to see it with Tony, once it arrives
Good to hear he is home, and hopefully feeling better, tell him to keep fighting
Hail Hail
Big Nan…
We despair…
Don’t know if you have the Official History of Celtic 4DVD box set?
One cringworthy section on the great Jimmy Delaney several times shows photos, not of Jimmy, but of Willie Lyon. This happens several times. Indeed some of the pics of Willie are team shots where Jimmy is included but they highlight Willie.
How could an official publication make such an error, even if physical similarities exist?!?!?!
Connaire12
I remember him doing one of our games too, but I thought it was away. He’s easily the best I’ve seen.
John O’Neil
I am, and thanks for your good wishes.
Tony appreciates jokes and comments on his blog, but because he has to use his eyes to use his computer it exhausts him making one entry. He does read them and loves them.
Click on the comments tab at the bottom of the article, type in your joke, select “anonymous” in the profile box, then select publish. You’ll be asked to type out some numbers to prove that you are a real person and not an automated device
and then your joke/comment will be on the site.
http://www.dontshrink.com
HH and thanks
The only way I could see Henke come back, is as a number two to Lenny for a year and then take over the reigns or as a number two to Paul Lambert.
Hopefully it’s the usual end of season pash and Lenny stays for a few years yet.
Bada, I agree with you regarding NL being able to stop the speculation, but maybe he is playing poker with the board with the stakes being possible influential players sales. Any way you look at it such speculation is unsettling.
Collins…
Didn’t he ref a match at CP when DiCanio played for us.
My memory of that night was he was terrible!!!!
So, most on here bump their gums about bringing in projects to the playing staff, but, are quite happy to bring in a project to manage this wonderful club. Really???? If we really want to be the best, we must employ the best. Offer the position to Malky Mckay. Bet he takes it. IMHO.
Weefra HH praying to Wee Oscar.
weefra….
Agree 100%
67Heaven … I am Neil Lennon, supporting WEE OSCAR..!!.. Ibrox belongs to the creditors
22:16 on
Lenny has had ample opportunity to put these rumours to bed and hasn’t done so. I have no idea one way or the other. It is the close season and as such anything goes to, that what fans do, talk shoite ;)
justafan
22:20 on
A more experienced manager will cost money we simply wont pay, he’ll also probably want to buy better players and less propects so for those 2 reasons I don’t see us appointing someone with a proven record at the level we aspire to.
TBH on Lenny if he stays I wont be to unhappy but I have been surprised at the amount of fans that don’t rate him, some of them are regulars on this blog.
My comment re Hartley/Murray are because they both have shown in relatively short careers that they are going to have long careers in coaching. Hartly 2 promotion in consecutive years with 2 different teams, that shows he has something that we should at least be looking at.
Murray at Dumbarton has been a revelation his team is attractive and a match for anyone in the championship even though he has been working with the lowest budjet in that league. I know some guys who sponser the team and they rave about him.
Just my opinion btw.
Doc
22:20 on
I stand by that mate, away to Milan we should have settled for a draw. A more experienced manager would have made totally different substitutions.
Overall really a disappointing season both at home but more so in Europe against 2 teams that were really up to much(Nilan,Ajax)
67heaven,
Did you not end up a Castlemilk kid as well?
Lambo has stated quite categorically that he does not want to manage in Scotland (Glasgow) but so did Owen Coyle and he’s been hanging about like a fly round a number 2 for some time now.
pogmathonyahun- agree, my fear is something might happen just before a CLQ ,surefire chaos.HH
Eddie, we differ, and move on, opinions mhate:-)
We all have them.