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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All these primate references have got me thinking.
In King Kong, If the islanders built a massive barrier to keep King Kong from getting out – why the big huge doors????
Bbhoy
Donegal Days Out: Doagh Famine Village, a few miles north of Carndonagh on the Malin peninsula might be interesting, too …
See http://www.doaghfaminevillage.com/
FF
“Are Celtic really just looking out for what is best for Celtic. Don’t Celtic appreciate that without the so called ‘smaller clubs’ then the day might come when Celtic are playing their shadows for the league flag”
Exactly Kit.
Probably why the spfl fitted the bill for the TV companies to show their games.
MWD
Thanks for the clarification. Two years should have given them more confidence to hold the TV company to the contract they signed up for.
GlassTwoThirds Full
“My view would be that they DID see that possibility – however unlikely they may have viewed it. These guys don’t leave any stones unturned.”
Forgive me for being sceptical but – Evidence???
I believe that if the TV companies had the situation covered by conditional clauses in the contract, then the Daily Record and other media outlets would have had them “leaked” to them to show that the TV contract had to be re-negotiated. We got the narrative but not the evidence.
I reckon that , as with the CIA and the fall of communism, they were taken by surprise that Celtic and rangers were not in the top 6. Hell, it is a surprise when they are not in the top 2. Nobody, in the duration of a short-term TV contract foresaw Rangers or Celtic not being there. It is a remarkable occurrence, right up there with events covered by the “Acts of God” clause in insurance contracts.
Now, if I am wrong, someone will be able to provide the terms of the contract which tied the SPL to a “guarantee” of 4 SPL matches. They will also be able to demonstrate how they could deliver this guarantee without impinging on sporting and competitive integrity, without altering the pre-agreed structure of the league and the rewards/sanctions for winning, drawing and losing matches.
Is there any evidence?
I believe the Occam’s Razor approach is that this was a cock-up.
Quincy Adams- so ole Kong could put his empty milk bottles out in the mornin’.
Celtic fans going ape in the gazebo? Just like the Jungle VIPs used to I suppose.
I’m curious as to where all these primate gags started.
cliftonville celt from belfast
12:45 on
21 May, 2014
BBhoy
10:30 on
21 May, 2014
Donegal tips required, looking for places to visit with 5 & 6 year olds, a small port/ cafe? been to Killybegs/ Dungloe before but looking for somewhere to keep them entertained weather permitting, cheers
HH BBhoy
==
Head up to the Inishowen peninsula it really is god’s country. Historical Buncranna, shops cafes and pubs, and its surrounds .The O’Doherty castles and forts, where Wolfe tone was captured, the Iron age Celtic fort Grianan of Aileach and some of the most stunning scenery on the planet. But then again I am somewhat biased.
Shhhhhhhhhhhhhhhhhhhhhhhhh!
You’ll wake silence.
The Sons Of The Resolution……
Frw,
I was across at a wedding in inishowen about 12ish years ago. Lovely place.
Morning all. Another day to support Celtic.
HELP HELP
:o)
TBB
Thats the one.
Hopefully 25th May will have even more significance in our
house after weekend.
Cheers
Ooobee doo I wanna walk on like you.
BRTH
Ungentlemanly conduct Sir! Quite funny though.
Thanks to all for the Donegal tips, map out already.
HH BBhoy
Easdale is not amused again
—
Sandy Easdale has threatened to sue a supporter for a second time after receiving 2500 emails in a day from disgruntled fans.
The threat was reportedly issued by solicitors Levy and McRae to Craig Houston of the fans group Sons of Struth, with demands for the emails to stop or the police would be contacted.
Houston, who heads up the Sons of Struth group had set up an e-petition for fans to back the group’s demands that Ibrox is not sold or used as security for loans.
However, with every signature an email was sent to Easdale’s business address, resulting in what the director’s lawyers have described as their client being ‘harassed”.
A spokesman for the bus tycoon told the Daily Record: “He wouldn’t mind so much if the emails were sent to his Rangers account, but they are being sent to his private account.”
Houston has defended himself, adding: “When an e-petition is signed an email is sent to those you protest against. The address was supplied to me by his lawyer. I have no plans to remove the petition. Fellow Rangers fans’ reaction to this will be that even more of them sign up.”
It is not the first time Easdale has threatened to take Houston to court. In March, the Ibrox director tried to sue the Sons chief over what he described as “libellous comments” but dropped proceedings.
Sub the food out to Greggs,simples cue a few jokes….
Folly Folly
14:10 on
21 May, 2014
Bbhoy
Donegal Days Out: Doagh Famine Village, a few miles north of Carndonagh on the Malin peninsula might be interesting, too …
See http://www.doaghfaminevillage.com/
FF
==
I must say i was somewhat disappointed the time i went there with some Scots friends who i was taking around Donegal. I was actually became rather agitated at the proprietors / guides take on ‘ An Gorta Mor’. Revisionist nonsense being spouted as to the cause of the ‘hunger’ no mention that Ireland produced enough food to feed its population and trying to justify the Famine roads as giving hope to the destitute . Perhaps it has changed in the intervening years, I hope so.
Celtic are going to re-open the coal mines under Parkhead; two reason, first, to open more parking space for uninvited resolutions, and secondly: for a wee quiet retreat, a nice wee get away from it all environment, for all those invalided with chronic PDST following their club’s cowardice.
bankiebhoy1
14:13 on 21 May, 2014
“The Sons Of The Resolution……”
The Children of the Resolution……..you won’t fool them
ole Sandy Easdale needs to chillax a bit.
Maybe book himself a reflexology session.
Or do a bit of Tai CHi.
Clique, clique, clique.
If you are a member of a clique does that make you uber, if you’re uber does that mean you can look down on the hungry and unwashed.
Does that mean you are a tip-top super-duper fandadulistic Celtic supporter or just a boring fud?
Clique, clique, clique
Clique, clique, clique
Clique, clique, clique
Clique, clique, clique
Clique, clique, clique
fuds are us.
More than a club and feeder of the poor.. I agree slighty but if we are having a go at barca then look at outselves.
We wear nike spondered clothing. And their is massive questions marks about who make nikes clothes and the conditions they are working unders
Open the Celtic coal mines to the general public and let the naysayers be damned
We should be proud of them not ashamed of them
After all our greatest manager was an ex coal miner
Sir Paul
Regarding, the Hiring o’ Employees..
Ah only Hire…
Left Handed, Virgos.
Intrigued? Ye well should Be!
Ah hiv already explained the Unique Qualities which every Virgo.. even those born
oan the Cusp , Possess…(Cusp? Whit’sThat?..ed) ( Look Kid. Howdya Expect me tae Know That?.. Ah only Copied this Stuff Fae A Fortune Cookie, which Ah read. Last Night. at Dinner.}
Noo Ah wull explain, my Staunch Selectivity .. in Hiring ..only… Caurie Fisters.
Left Handers.. South Paws,if ye wull..
Ur.. Nature’s Crème de la Crème.
They are Superior Beings..
Want Proof?
Ah’ gie Ye Proof..
The Last THREE U.S. President’s..Ur..n . as far as Ah know.. Continue tae Be..
Caurie Fisters..
Namely.. Clinton, Bush n Obama.
Ye didnae Know that?
Well,Ye dae Noo..
n .. The Fact that Anybudy Kin Be .. Lucky enuff, or Fly Enuff.. or.. Crafty Enuff..
tae Latch oan tae that Cushy Joab..
Jist GOTTA… Hiv Something.
Right?
Ma Advice tae you, kiddo..
Surround Yersel wi’ Left Handed Virgo’s… Besides, Getting A Loata Good Advice fae them oan How tae Run Yer Buzinesses..
They wull Nevah Bug ye. By Askin fur tae Borrow yer Golf Clubs!
Kojo
Still,Laughin’
For me the most important anomaly between the Club’s stated values and its actual policy is the refusal to pay a living wage to its staff. That has to be rectified. Not doing so makes everything the Club says about its charity work nothing more than whitewashing. It reflects more on our current directors than it does on the support though, the majority of whom would like to see a living wage introduced. Do it, Celtic.
There are 430 calories in a Greggs steak bake, and from time to time a similar number steak bakes in super salorie.
I found it amusing that each side on the Tommy Gemmell debate accused the other side of being a clique and a mob.
It has become as mush use as the 70’s term poser, which was only ever fired off as an insult by posers.
Superdupercoisty demands to kno the names of the 430 calories in his steakbake.
Poseur (or poser) is a pejorative term, often used in the punk, heavy metal, hip hop, and goth subcultures, or the skateboarding, surfing and Jazz communities, to describe a person who copies the dress, speech, and/or mannerisms of a group or subculture, generally for attaining acceptability within the group or for popularity among various other groups, yet who is deemed not to share or understand the values or philosophy of the subculture.
While this perceived inauthenticity is viewed with scorn and contempt by members of the subculture, the definition of the term and to whom it should be applied is subjective. While the term is most associated with the 1970s- and 1980s-era punk and hardcore subculture, English use of the term originates in the late 19th century
-lifted from Wiki/EWTB/EWLM.
Happily the band of brothers who live by the Allman Brothers Band [esp feat Duane and Berry] are above such behaviour.
430 calories in a steak bake?
Pie in the sky surely?
#getmycoatcsc
I look at where we came from, from the pride and defiance of my dad and your dad and both our dad’s dads’ and I learned what they suffered and what the did without, so I and mine could get it easier, and I watch I and mine play little cute games, and I see so many no longer cherish the DNA.
Big joke eh… our dads and mums DIED trying to better us, and some of us Tims on here today, right at this moment in time, are taking the PISS out of everything all those Irish who gave Celtic to Scotland.
If it wasn’t for the desperate that came form Ireland all you so friggin stuck ups would not have a team to support. Then again….
Sometimes I just think we’re all ‘ucked.
A Greggs Gingerbread man will set you back 182 calories.
Chavez
At… 14. 34.
Look, Kid..
this Nonsense aboot..
Wantin’ Celtic tae Pey .”A Livin’ Wage”..is .
Nonsense!( Ye already Said that!…ed)( Look Kid, Between Me n You.. The Mair Times ye Tell A Lie.. The Mair it becomes.. Believable.. )
NIce Chattin’ ,Pal..
Kojo
Still,Laughin’
From humble beginnings
poser!
clique!
fud!
pretentious!
full of shit!
fallacious!
Opinions can’t be wrong… they’re just opinions….
Clique! Clique!
whatever happened to the Burnley money?