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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bournesoup
Looks like someone’s airbrushed the ol’ gazebo from that pic …
FF
kit
I thought you told me the other week on CQN that, while some opinions were purely subjective, others were rooted in fact and were, somehow, more legitimate.
I hope I am wrong but in time I believe the
Resolutionists
will be renamed the
Revultionists
IMO
MWD says Aye
Whoever mentioned subbing the catering out is not far wrong. And I dont mean to just one company either, lets have a few different caterers in the ground, choice and competition will provide variety and help keep prices down.
Have you all taken three months out to study logical and illogical fallacies’……?
No?
Fallacy is fallacy.
Do you believe passion is logical?
Do you believe love is logical?
Do you believe empathy is logical?
Do you believe compassion is logical?
Do you believe above all else humanity is in essence the ability to forgive?
That was not a test.
Sftb,
Was ‘mush’ your deliberate mistake of the day?
Room for more methinks ;)
setting free the bears supports Res. 12 & Oscar Knox :
I’d love it if you could point me back to it… please.
kojo
14:51 on 21 May, 2014
It’s not a nonsense – it’s really important for the people who work for us. We have guys earning £25k a week but can’t pay our own staff £7.45 an hour? That’s a sick joke. Is the alternative to get a soup kitchen started for our own staff? Brother Walfrid must be birling.
Folly Folly
Sometimes only visible under the cover of darkness
Keep the catering ropey!!!!
Needtoshedastonebeforeholiday csc
kit
It was where we were discussing your contention as to whether or not I was a prick?
The answer to your 6 non-test questions are 5 No’s and a partial Yes to the 6th.
bournesouprecipe
15:04 on 21 May, 2014
Folly Folly
Sometimes only visible under the cover of darkness
“………….
Ah, the blue lights you mean.
bournesouprecipe
Lovely, just nicked that for my homescreen wallpaper, muchas gracias.
Geordie M
It was the first of many.
bournesouprecipe
There are 430 calories in a Greggs steak bake
—
What a coincidence I just burned off the exact same amount of on a cycling machine in half an hour.
Now if we take the formula steak bake calories = speed x time
I work out that super calorie will need to cycle from now till the end of time if he wants to shed all the pounds he has gathered in the last 2 years alone
Chavez
Pal.. Ye Misunderstood Ma Last Submission.
Ah said It Wiz NONSENSE.. TWICE…(n..Oan Purpose.)
in Order tae Emphasize.. that..
It WISNAE.. NONSENSE!
by REPEATING the Lie..
That it. WIZ….
Nonsense~!
If Ye Follow Me???
Kojo
Still,Laughin’
Sftb,
Probably.
I was only trying to shoehorn in a mushroom pun;)
setting free the bears supports Res. 12 & Oscar Knox:
can you put a timescale on that mate because maybe there was more than one event and we might be talking at cross purposes?
Ah! mate I just got it, I hope to God above you are not talking about ‘class structure’ among the Celtic support.
Kit
It was a couple of weeks ago. I did not keep a specific record of it. The inference was you suggesting that some opinions were more valid than others. You were certainly not inclined to question your own assertion or even give it equal validity to my view that I was not a prick.
Geordie Munro
14:11 on 21 May, 2014
Good one George.
setting free the bears:
point me to it or forget it, but I’d prefer you pointed me to it since it was you that brought it up.
kit
Can’t point you to it but I did not bring it up. I revisited the point but you were the first to state it. Have you no recall of it at all?
Gorbalstam
Thanks for noticing :)
For any Rebel County bhoys on the blog , Kano’s Ghirl is running @ Mallow on 23rd May (Friday). If you fancy going along and getting some owners badges for the day , allowing extra access and discounts , drop a line to Richie or myself .
HH
Sanna
If you two don’t stop bickering you’ll end up alongside HT and ryecatcher.
Celtic Clique News
I look forward to the day that we all agree and think the same.
I will be the one to make all the decisions and come up with all the ideas though for you all to think and agree with.
But then if we all agree and think alike how can I think differently to come up with new thoughts and new ideas?
Oh my golly gosh!!!
MWD says Aye
Simon Donnelly…Fc Kosice-uefa cup
Alan Stubbs………Aberdeen-league
Brian o Neil………Dundee Utd-league
Peter Grant………Hearts-league cup
Malky MacKay….sv Hamburg-uefa cup
John Hughes……sv Hamburg-uefa cup
Tosh McKinley….Rangers-league
Gordon Marshall.Motherwell-league
Paolo Di Canio….Hearts-league
after he had scored pen too level scores 2-2
he had wrestling match in hearts goal
trying to get ball to get game restarted
faster and was sent off
ref-Stuart Dougal
Malky MacKay…..Rangers-league
Paolo Di Canio….Rangers-league
booked for 2nd time
after game had finished sent off
ref Hugh Dallas
Karol Prazenica…for Fc Kosice-uefa cup
Pat McGinley…….for Hibernian-league
Stefano Salvatori.(a vampire playing for hearts)-L cup
Markus Schupp….for Hamburg-uefa cup
Mark Hateley……..for Rangers-league
a lot of sending offs-season 1996-97
is it a record for celtic in one season
hail hail
Shameless repost of Angels in America opening sequence.
Music by Thomas Newman
Name the US cities featured in the footage – there are five, but no points for the last oen
https://www.youtube.com/watch?v=ASjIxVK_3DU
‘GG got four last night and ACGR got 3 although he refused to name them :o)
HH
Sanna
i think you have had enopugh Mallow’s!
MWD says Aye :-)))
Geordie M – what’s happend to HT and Ryecatcher?
Can anybody tell me if we’re playing St.Pauli in Germany pre-season?
Oh were did Resolution 12 go
Oh were did Resolution 12 go
Oh were did Resolution 12 go
parked in liars park
parked in liars park
parked in liars park
Who are the Rangers
Who are the Rangers
Who are the Rangers
You’ll know when you buy your ticket
and your ears are drowning in fenian blood
Oh were did Resolution 12 go
Oh were did Resolution 12 go
Oh were did Resolution 12 go
Heathrow! Preswick, Paris?
setting free the bears supports Res.:
point it out to me, I know you want to.
Geordie M
Point taken
Feckin’ hell scramble the clique
I detest Green Huns I PITY huns