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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Good Morning to all. UEFA decided money from penalties for breaking the rules Financial Fair Play will be splitted to all who will play in Europe this year. Additional income for Celtic.
Connaire12
Thoughts and Prayers with you this morning
Lennybhoy, yes was in Tues, Ghirl said sales going well, ( they even sold my seat twice :-) ) and a steady stream of fans renewing
Hail Hail
Unthank road enjoy Jura fabulous island. Had 3 great days there last October, even stayed in the hotel, how posh? If you are in to hill walking the Paps are a real wee challenge for a day and you can then justify a wee dram at night.
Morning all. Bright and dark at the one time down here. Looks like we’re headed for another drenching. Won’t stop me voting, of course.
Oh to be voting for the riddance of corruption in our game here in Scotland. I know the Club is circumscribed by UEFA regulations from holding the SFA to account but is there nothing we can do as fans?
From Henry Clarson
The Best Laid Plans Of Minty’s Men
14 Votes
It should be clear now that the ludicrous requirement for a prospective President to have already wasted four years of his life “serving” on SFA committees is the main reason that Campbell Ogilvie was re-elected unopposed.
At the time I presumed that he was re-elected simply because nobody else wanted the gig but now it’s apparent that a suitable candidate wouldn’t even have been eligible to apply.
I think this also reveals another crucial point.
In order for Ogilvie to get the Presidency gig himself in time to oversee the SFA’s manipulation of the impending Hunpocalyse, he obviously had to notch up his own four years well in advance. After decades on the BoD at Ibrox, he spent just long enough at Tynecastle to present himself to the football public as a Hearts director, rather than the full-fat Hun that he has always been, before he jumped ship to clamber aboard the SFA’s tramp steamer. Superficially distancing himself from Rangers for a few months didn’t really fool many people but it did give the laptop loyal a flimsy pretext for championing his appointment as a good thing on the basis that he was a servant of Scottish football in general rather than a one-club man.
This is further confirmation of what I have always held to be true.
Long-term plans for Rangers to jettison its debts and emerge unscathed were carefully hatched at least a decade ago and put into action with immediate effect. Hugh Adam effectively told us so when he sold up his shareholding in Rangers and announced that Rangers were heading towards financial catastrophe under David Murray’s reckless leadership.
Minty, despite his bluster and bravado, also knew that the possibility of liquidation was a very real threat and that administration was a near certainty.
Accordingly, plans were developed.
Conveniently for Murray, Mr. Dave King, an international expert with vast experience of tax evasion, money-laundering and fraud had recently joined the board of directors. It’s hard to imagine that a world-class businessman such as Sir David would not have been glad to avail himself of the advice of such an experienced operator as the glib and shameless liar from Castlemilk, notwithstanding Mr. King’s unfortunate habit of constantly having to defend himself against a torrent of criminal charges in his adopted South African home.
At that time, however, Dave King had yet to be convicted of dozens of criminal offences so he would have appeared to be the sort of chap who could get away with daylight robbery. And that’s exactly what David Murray and Rangers needed to do themselves.
Minty’s Minions were presently despatched to wherever they would be most needed when the worst came to pass. Meanwhile he continued to groom his harem of chosen media harlots, knowing full well that he would be availing himself of their services and favours in due course.
It can not be emphasised enough that the plan would almost certainly have worked but for the unforeseen effect of the RTC blog, which opened the eyes of fans of every other club in Scotland. As a direct result of that awareness, the real and serious threat of season ticket holders across the country withholding their renewals forced club chairmen to vote against the motion to install Sevco (disguised as Rangers) in the SPL. That vote had been planned to pass unnoticed and with the minimum of public commentary while everyone was watching the Olympics.
It was only after that pivotal reversal that the long-term plan came crashing down.
Ever since the strategy failed, what we have seen is a continuous series of ad-hoc tactical defensive measures from the various parties.
The Spivs, assorted Zombie factions, the Press-titutes, the Brotherhood at the Hampden Lodge and a host of others are now trying either to loot the collapsing edifice under cover of darkness or to engineer their escape from the crime scene. The Ibrox institution is a busted flush but there is still an enormous amount of work to be done in order to expose the scale of the corruption in the very foundation of Scottish football’s structure.
It is essential for that work to be completed.
Only when the guilty have all been exposed, disgraced and discredited will it be possible to present Scottish football as what it was always supposed to be – an enjoyable entertainment, played honestly and fairly in a true sporting atmosphere.
Top of the morning to you all from a grey but dry Fife.
What will today bring I wonder?
Morning from a sunny but slightly windy at the moment Slovakia.
If you are voting today why not vote Green?
Just a thought.
Our election is on Saturday. No idea who to vote for here. Anyone but Fico I would say.
An Tearmann @ 16:23 & 16:51 on 21st May 2014,
didn’t get back on the site yesterday, info much appreciated, very kind,
HH Brendan
Vmhan. Another example of how time is fleeting. It’ll be 6 years in November (2008) since Martin took ill. Events took place through 2009 culminating in BMH race night in Nov 2009. Kano foundation started as a memorial to him and that campaign on 1st June 2010.
HH
sannabhoy
“Impeach Grimmond McCrummoch!”
snake plissken
08:35 on 22 May, 2014
Morning from a sunny but slightly windy at the moment Slovakia.
If you are voting today why not vote Green?
Just a thought.
Our election is on Saturday. No idea who to vote for here. Anyone but Fico I would say.
—
What and support Patrick Harvie a man who has nothing but total disdain for my faith and beliefs, no thanks.
Snake Plissken
08:35 on 22 May, 2014
Just spent the weekend in Bratislava. I’ll definitely be back.
kitalba @ 02.09 hrs.
“Unfortunately I support a team that is shackled by bigots and my shame is my team – appear – to be happy with their comfortable shackles.”
—————————————————-
Kit, If you are still awake can you please elaborate on that statement.?
I am interested and value your input, although I will probably disagree. I reiterate what I have previous stated ” the blog is a better place when you post”.
Regarding alcohol / gambling sponsorship & advertising : you would think we were founded by monks!!!
Celtic pride themselves as being an integral part of the community, as such alcohol and gambling are an integral part of that community. When that position changes and we all stop the pre-match ritual of pub and bookies then fair enough.
Have we not just invested heavily in the Kerry dale suite. ?
Regarding the living wage : Celtic and Holyrood are as one ( After last weeks vote ).
Both are wrong. Forget the moral aspect. Both can seek guidance from Boris Johnson on why it makes sense from a business perspective.
HH, always in Celtic.
Unthank road ” tight lines” Hope your wee trip goes well.
Hen1ik:
What was the source for Henry’s astute summary?
Cheers…
Snake Plissken looking forward to a week in Liptovsky mid July hoping that it will be warm and sunny and pilsnery.
My friends in Celtic,
I could have added : as we seem to have many professional and wealth creators on here, I hope that all their workers, working associations and all that they can influence pay the living wage.
Celtic quick news can never be hypocrisy quick news. can it ???
HH.
Theunthank road enjoy your trip to Jura,stay safe and well this time. Hail Hail Hebcelt
hen1rik
08:25 on 22 May, 2014
From Henry Clarson
The Best Laid Plans Of Minty’s Men
14 Votes
———
I would suggest that the idea that Lord Murray planned ahead 10 years for the eventuality that Rangers would go ka boom is fanciful. Here is a gentleman who managed to rack going on £1billion in debt , using OPM , if he was that good at long term planning then Rangers would not have went ka boom and his debt would have been manageable.
Murray thought the gravy train would never end , so I suspect a 10 year plan for Rangers is a bit of stretch, 10 months more like it.
I have never seen the reason documented why RCO left Rangers , I suspect his face no longer fitted, and he probably unknowingly offended the in-house megalomaniac …. a more common reason for departure but less newsworthy, and a story that could not be told hence the £90k EBT leaving present
MacBhoy oh and beaten in the semi final of the Scottish Cup by Ross County, just kept his job after Kilmarnock game ,thanks to Anthony Stokes getting us a draw,getting beat by Morton,and Aberdeen ,and you are quite happy with Neil Lennon .
estorilbhoy
Fair enough. I was going to say it is a free country but it isn’t.
gorbalstam
Nitra is better. So is Banska Bystrica or Zilina. If you are coming over, give me a shout and if I am around I will show you a good place and a very cheap place to stay.
Taurangabhoy
Liptovsky Milkulas? Are you heading to the Tatras?
If you are around and fancy meeting up at any point give me a shout and I’ll take you some nice places as well. I live in the west near Nitra and the same offer applies if you ever fancy it.
Going east Kosice is very nice as well but if it is the Tatras then Strbske Pleso is beautiful as well.
@McNallyMirror: Some #Celtic fans still naively claim Lennon exit stories are media fiction. Reality is his sights are set on England.Expect hard news soon
Take it or leave it Bhoys
the search is underway. i’ve had it confirmed.
Larsson hmmmm…not sure he has the credentials at management level.
player manager…..magic ;-)
On the subject of catering, the introduction of soup ‘n’ stovies in the Jock Stein stand, together with Hoopy’s gourmet pies and fish bar, is definitely an improvement on the traditional fare. Can’t say I’ve tried the stovies – they look a bit runny for my delicate palate – but the soup is delicious, and served by two very pleasant girls. Now, if we could get a decent coffee…
snake plissken
08:35 on 22 May, 2014
‘If you are voting today why not vote Green?
Just a thought.’
###
As I understand it, here in Scotland, the two policies that distinguished the Green Party from the others were the promotion of homoosexual marriage and the abolition of Catholic schools.
One has been achieved by others. That leaves them with only one unique policy. Perhaps people should bear that in mind when considering your suggestion.
In the interests of balance it should be noted that the Green MSPs did at least have the decency to support the motion of no confidence in the execrable Alex Neil.
Would Henrik bring his boots??
Seriously though, as much as a part of me would love the King of Kings back at Parkhead, another part of me would equally fear that his untarnished image would be jeopardised if things didn’t go well.
googybhoy ♥ we are all Neil Lennon
09:39 on 22 May, 2014
‘He is a player who could ultimately get me the sack.’
Snake Plissken yep my brother visited Liptovsky Milkulas a few years ago while travelling around and ending up buying an apartment. So we are backpacking from croatia up to slovakia and we will be heading into the Tatras with my extended family, fifteen of us in all. Not sure what else we are doing in Slovakia but I did read about an old walled town about 60 km east that sounded interesting. Not sure if we are heading West but if we do would enjoy catching up for a Pils or three.
Let’s be clear. Henrik Larsson’s managerial record is woeful. He’s a far greater risk than somebody that has never managed (ie Lennon). In my view his appointment would be a cynical ‘bums on seats’ exploitation of the fans.
Rumours still persist that Lennie is leaving with the manger himself remaining tight lipped is it a case of there is no smoke without fire or just MSM make believe ? who knows but one thing for sure if he leaves there will be plenty of candidates for the Celtic job. H.H.
estorilbhoy
09:00 on 22 May, 2014
Patrick Harris isn’t standing.
Harris = Harvie
Snake Plissken Nitra looks cool and is the hometown of Lubo. Bonus.
Googlybhoy I would be disappointed if he left. I think he has done a good job and in excess of my expectations. I however fail to see why he would leave for a precarious role in england where the aveage shelf life is less than a year and imo managers also have to factor in luck to be successful. What concerns me is his working environment here he has brought in with 2 cl group stages and payer sales of £78m sothat should guarantee stability in the squad where only if players want to leave or he doesnt want them then that should be the way forward. With the sami situation this doesnt seem to be the case reading between the lines. Has pl stifiled NL progress in that he has to go elsewhere as his growth and that of the club is being stunted? Only time will tell but my hunch is that if vvd is sold then we have laid a marker in the sand that we have no ambition and last years bumbling into the group stages after selling the spine of the team to me and “not coming out of each transfer window stronger” as pl always advocates shows that the balance sheet is king I hope im wrong!
I think Larsson playing legend, could do the job at Celtic.
Hes intelligent ,articulate and he was always smart enough to deal with the SMSM.
Hes played at the very very top level .
He was always a talented player but who by hard work turned himself into a worldclass operator.
If he instilled his work ethic and positional play into coaching Celtic its got to be a success.
Tom @ 0954
Cheers for clarifying.
I thought Dougie Howser was trying to add another string to his bow ;)
These Lennon rumours are gathering serious pace! There’s no smoke without fire. I think failing to offering samaras new deal, selling best players year in year out has made his mind up for a fresh challenge.
Hope to f*** we don’t end up with Owen Coyle. That would be an absolute disaster. Steve Clarke or if derby failed to get promoted Steve mc claren would be my choice.
But u just know lawell will go for Coyle!
Stormy waters ahead!
Taurangabhoy
Levoca should be that town. It is walled and filled with a plethora of churches.
I have just remembered that I won’t be available in July. I am away on Summer camps with kids.
Any time in the future.