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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RobertTressell
Good shout as to why Moyes might be up for it, I like Steve Clarke too, a wealth of decent experience, here we go again with another rebuild!!
If, as everyone says, winning the league will be a doddle, why go for a British manager with little or no experience of European football? I’d like to see us for a good foreign coach.
Macjay
Henk has limited experience as a manager, but has that midas touch. Jackie not got a great win record. Malky? Managed in a top league, possible. Steve Clarke most experience. David moves, very experienced. Paul Lambert also very experienced.
However…. Could the thing that swings it for the board be much more simple?
Henk…..
Cos…….
10000 extra season tickets sold on day following his appointment :-D
Anything offishul from the Club??????????
Doc- comment not for you mate
There are not many realistic options to replace Neil out there. I can’t see Celtic paying large compensation to prise a manager from another club.
I hope there is a plan but this seems very sudden.
Right Lenny
Hat did mc moist say to you??
desertbhoy
12:41 on 22 May, 2014
Anything offishul from the Club??????????
Yes, Season Ticket still on sale #because
John Beattie telling P67 that NL was constantly agressive in public,not slapped down
TBJ
Me too.
Bada, cheers.
But I am doubtful budget is the main reason, I doubt if it’s one issue, a mixture of many probably.
News reached me early this morning that Neil was going, shared it with some of you off blog. Now it would appear that it has come to pass.
I scooped on this page that he was our new Manager, remember it well.
Neil has done us and himself proud, that is the best and simple way to sum up his tenure.
I want to record my heartfelt thanks to my namesake who will always be in my heart, thoughts and Prayers.
For the record, do not be watching for me to be changing my moniker. There is only one Neil Lennon, there will be only one moniker for me…Lennybhoy until I am kicked off this site by Paul or until I die…
Keep the Faith!
Hail Hail!
67 heaven
Couldn’t resist a re-post. Unfortunately sometimes the MSM get it right despite the agenda.
Finger pointing as per.
Chances are we are going to have less and less to spend. The EPL is signing MASSIVE bumper packages while the SPFL is paying broadcasters to show games.
We are becoming more and more provincial.
I hope its not Henke unless he is an assistant. We need Steve Clarke or Paul Lambert of even Malky Mackay.
roybhoy
12:42 on 22 May, 2014
I suspect the Board (at least those who take an interest) will be less surprised than the fans. They may be many things, but they’re not daft.
I would, like many others on here, like to thank Neil for his dedication as both player and manager of Celtic and wish him the very best for the future. He gave Celtic his all and more above, given the atrocious treatment received in this country and his own homeland. The bigotry and sectarianism dished out to him was awful and hopefully he will now be treated like a normal human being away from the knuckledraggers! Who will they vent their bile to now? Good luck in everything you do in the future Neil. There will always be a big welcome to you anytime you come back to Celtic Park. Hail Hail
As for the new man. As much as I love And adore Henke, I do not think he is the man for the job. Possibly a number two. Malky knows the ropes and has a good track record and is also very god with the media. Not sure if Moyes would want the job but I am not too happy with his tactical side. Everton always seemed quite dull! Roy K would certainly shake things up. But with his Ireland job and his abrasive nature, not sure if he would be a fit either! Not J Collins for me, just a straight no. Owen ? Well having turned us down once should he be given another chance? Perhaps Mr Lawell will surprise us. No matter the choice Any manager of Celtic will have my full support.
BT, great question:-)
With hindsight, the bookies knew Lenny was leaving all along.They were also bullish about Henke being his replacement. On that basis alone, I expect Larsson to be paraded in due course.
Geordie Munro
What has David Murray got to do with it? :-)
Must admit though. It sure won’t be the fault of anyone within the corridors of Celtic FC PLC who will have had anything to do with this at all. It’ll be them pesky bigots that Neil put up with for 14 years. Sure as Night turns to Day I tell yae.
Celtic can do nothing wrong EVER EVER EVER!
There is supporting a football club anf then is fawning adulation of a brainless variety that blinkers you to anything that could possibly be wrong within the corridors of power within that club. I thank Yoda I am just a supporter or my club might go the way that died club on the South side went.
MWD says Aye
Would like to wish NFL all the very best wherever the future takes him.
No manager in world football has had to contend with such prolonged abuse.
This will forever be Scotland’s shame. To achieve what he has done under such conditions is truly commendable.
The only disappointment I have is the timing of the resignation.
Celtic must appoint a successor quickly and boost the squad for the Champions League.
Failure to do so and its Europa League at best.
That’s bad news to wake up to
Need a wee nap now
corkcelt
12:32 on 22 May, 2014
Utterly shocked and totally pissed off that Lenny is gone. Apart from…
————————–
Unfortunately, Celtic is turning into one long continuous project… :(
What I am saying is, having got A right, why not B as well?
Good luck and thanks Neil.. you have your place in Celtic’s history.
As a replacement I’d like to suggest my Mrs….. she knows everything so she would be a great candidate for the job :)
TBJ says Wee Oscar Knox is in heaven with the angels
12:35 on
22 May, 2014
Looking forward to reading Neil’s book
=====
….. exclusively, in the Daily Record ?
Dont think Larsson would want the hassle over here
Thanks Lenny. Best of luck in what lies ahead. You have been great IMO.
Nobody should forget the shambles you inherited …
Artur Jorge will be the Celtic manager
kingoh
12:44 on 22 May, 2014
….just beware the trolls, won’t you…..hahahahahahaha
Neil hardly out the door and people speculating about who is to blame. Why?
What’s wrong with accepting that he had done the job very well for four years. That is a long time in the Manager’s job at Celtic.
For all those who continually denigrated Neil’s teams performances (can’t win cup games) I hope you are happy now. I know I’m not.
There is no person fully qualified to take over. But then neither was Neil.
I’ll back whoever is given the job.
Neil Lennon has left to have a lie in football where he can have a family life too. I felt he was for heading when his young son was seen on the tv during a game a few months ago, it’s time to go. I wouldn’t bring my son’s up in Neil’s shoes.
The press are already speculating the reason, will we never learn, spin and lies… it’s their jobs.
Stevie Clarke a good Ayrshire ( Saltcoats) Celtic man, will be the new Celtic manager.
Ayrshire is Green and White
No chance of Paul Lambert.
Working with an EPL budget and dropping to that of Celtic PLC level? C’mon get serious.
I’ll eat 20 Mars bars and drink 20 pints of liquid alcohol if we go out and employ a reputed manager or one from the EPL level.
What a chore that is going to be.
MWD says Aye
!!Bada Bing!!
12:43 on 22 May, 2014
‘John Beattie telling P67 that NL’
###
The guy’s as thick as mince.
It tells you all you need to know about Radio Shortbread that he fronts one of their flagship news programmes.
“a’bdy knows ahm very weel connectit within scoddish media cirkles……..so kin a jist pass oan wit av heard……..*whispers*………
……Boaby Williamson!……
………Ahv said too much awready…”
Aye.
RobCFC11, on that basis any of my kids can do the job, they all know everything, about everything:-)
Not often that I crow
But how bang on the money have I been with my predictions.
Happy Clappers you look today like exactly what you are. SHEEP
The downsizing continues the profits increase.
Alignment with a revived hun on course.
Neil Francis Lennon.
Thank you I salute you.
HH
Thanks Neil, you brought back thr thunder.
Your place as a Celtic great is assured and you are moving on at just the right time.
Next manager?
Davie Moyes would be lovely, Jackie Mac much more likley
It won’t be an issue replacing Lenny.
FACT
There are any number of folks on here who, following a cup defeat, or dropped league points, come on an state how they would have picked different players / set them out differently / motivated them better / etc / etc.
Oh yeah, and they would have put PL / DD and anyone else, in their places too!
So it is not a worry.
Mon the Hoops!
Yurcl