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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connaire 12,
I see you mention prayers being offered for you tomorrow. Do you mind saying why? I must have missed this the first time it was posted.
fieldofdrams
My cunning plan is not so cunning then.
Captain Miller in Saving Private Ryan is my inspiration :o)
Good effort except for Philly. Actually Salt Lake City with the LDS High heidyins Temple to the fore.
Desertbhoy
4 for you too – the home of Chess records and McKinley Morganfied was the one you missed – Chicago. His stage name was Muddy Waters.
Thanks for playing :o)
HH
Dontbrattbakkinanger 14:27 on 21 May, 2014
“ole Sandy Easdale needs to chillax a bit.
“Maybe book himself a reflexology session.”
This sorry saga may end with someone else relaxing in a coma.
RWE,
Thanks – didn’t know the building in Chicago but the skyline looked familiar.
Stop your messing around
Better think of your future
Time you straightened right out
Creating problems in town
jobo, a message to you
jobo, a message to you
Stop your fooling around
Time you straightened right out
Better think of your future
Else you’ll wind up in jail
jobo, a message to you
jobo, a message to you
-assumin’ he’s still in Cov.
kit
Someone who has your e-mail address and knows mine will have to act as middle man here. I made the same offer to you after our last spat and nothing happened of it.
BBhoy 10.30 re your Donegal query
I use this wee twitter site which i would bookmark as it lets you know what is going on around the county https://twitter.com/whatsondonegal
I would check this site out
http://www.fundays.ie/things-to-do-donegal
also Letterkenny has Arena7 indoor bowls,10 pin bowling,all those money guzzling machines that weans play on basically,
getting yourself sorted for a place to stay.I would google/Email Donegal cottages.
you may be able to split your stay between 2 different cottages hence see different parts of the county.Bargain with them
most pubs are child friendly and do good food,having a pint with Da was a big thing to me(mines was a football special-Da was Guinness but at a young age it was a big thing)
Beaches at Marble Hill and Killyhoey at Dunfanaghy are excellent and weather permitting a great day will be had on beach
Check out http://www.gartan.com/ which offers a range of activities for all ages in the outdoors and come and have your evening meal in the Lagoon,Termon again kid friendly
and great food
Enjoy yourselves it will be hard not to as the people go the extra yard as a start
Good Luck
An T
.
Or relaxin’ in a comma.
THat’ll bring a full stop to their nefarious activities
ole Donegal Danny used to enjoy the odd spat.
Where has he gone?
Dontbrattbakkinanger 16:24 on 21 May, 2014
When not trading tales with Owen Coyle’s granny, I think ole Donegal Danny still lurks on the blog.
There has been too much optimism around Celtic in the couple of years for DD to get hot and bothered about.
Spats have no place in the game.
McBhoy.
Hiya Pal?
PLeased TaMeeya!
Ah bow tae Yer Point.. Regarding Paul’s Lack o’ Experience.
Ye goat me There.
HowevAhhhhhhhhhhhhhh…
Ah hiv bin Impressed ,mightily.. Wi Paul’s Accomplishments, takin’ Aboard the Fact that Paul is a Veritable Noveau Manager..
Fur the Fact .. that..
He brought .. Alloa..oota the Total Obscurity.. earning them Promotion tae a Higher League,During
His First Season with that Club.
Subsequently .. Paul. in Leaving, Alloa Midway,the Following Season. He
took over the Reins of Dundee..
and.. Steered Them..Also..Upward..
Not frum TOTAL Obscurity.. But Frum,at Least.. NEAR!
Tae the Heady Environs of the S.P.L.
Nice..
Right?
Yep.. This Young Guy.. Hartley ..is Showing that He Has the Magic Touch..
Some Guys hiv It… A Loata Managers … Do Not.
Paul, in Ma Opinion,is A Guy who Wull Mak His Mark.. Big Time..in the Future.
You’ll See..
Nice Chattin’ with ye Pal.. as Alwiz.
Kojo
Still,Laughin’
Coolmore Mafia
Shirt Logo the Celtic FC Foundation.
HH
Just finished jury duty…….
….never again! Depressed and dejected. Lives ruined, families torn.
Justice? Hah, it’s just a bitter joke. Evidence……, choose that which suits your agenda. Ignore reason, weight, corroboration. Especially when the harpies want someone to pay for their twisted agenda.
We joke about Edinburgh juries on here. Glasgow has no moral high-ground on that score.
Sorry for casting a cloud on a sunny day…..
Sandals with socks? What’s all that about….
Coolmore Mafia
Never mind a shirt logo of The Celtic Fc Foundation….
We could just print HELP on the shirt.
Instant publicity for the programme Paul :o)
HH
Bada
It’s about proving that you’re your own man, of independent mind and dreadful style.
It’s about showing the rest of the world that you are oblivious to their derision.
It’s about being ridiculed and proud of it.
It’s about time someone told Bournesouprecipe…
Gordon J
Calling Cards was very good.
Publishing date for the next novel?
Do you read John Sandford or Scott Turow?
Off out but cheers.
HH
RWE
15.33
I recognised SF, StL, Chicago and NY and I knew we were flying from West coast to East coast but my guess for the second city was Denver even wihout any mountains.
Didn’t even know SLC had famous features.
Joe Fillippi’s Haircut..
Ah Canny Argy wi Ye ,Pal..
Ye Hiv Made A Number of Valid Points, tae Back Up Yer Complaints agin the
Celtic Movers n Shakers.
Ah agree,that they, the Celtic Administrators, are Not Perfect , by Any Means.
But.. They Are Whit we Hiv..
n.. Like Ah Hiv Said..
They Could be Woise.. n. An don’t need tae Tellya.
A LOAT ,..Woiser!
n.. Ah encourage You. tae Keep THAT ,in Mind!
Actually, Ah am Satisfied. with oor Present Board… if only fur That Very Reason.
Nice chattin’ ,Pal. as alwiz.
Kojo
Still,Laughin’
Is this an article or a press release from Celtic FC?
TBB & Bada Bing
Wrong. No fashion statement for me nor a statement of silver headed independence.
My feet are full of corns, scars, bunions and assorted scary things so wearing sandals makes it a pain free walk.
My feet get cold cos at my age my circulation is poor, so when I wear sandals my feet are freezing so I need socks.
When I dress thus, my daughter in law laughs her socks off ….oh wait a minute.
HH
BBhoy ideas here too
https://twitter.com/WildAtlanticN56
HH
Kitalba
Open floor
You haven’t told me the logistics that would make it work.
I’m all for the principle but how would it be done?
TBB -Have a word..
Tbb,
Vfunny:)
rwe- i couldnae walk a mi……….
Kojo
i can understand where ur coming from P Hartley may be one for the future. I hope we’re both wrong and Neil stays, hes got the gig as a pundit during the WC, so maybe we’re safe for another season. But all that means is hes even more in the shop windae.
Good article on maximising our marketing failings and potential Paul67.
Regarding the club paying the living wage – it is a no brainer. Even putting aside the ethical argument, looking at it with a cynical business head, the Feel Good and PR/Marketing benefits involved would surely outweigh the associated costs….
SFTB – great review of Big Tam’s book – enough to sell me on it but when I try and order it is charging me same as worldwide price instead of £19.67
Happy Seville & The 4-2 anniversaries to all Timaloys.
tully
GuyFawkesaforeverhero 16:46 on 21 May, 2014
RWE at 15.33
I recognised SF, StL, Chicago and NY and I knew we were flying from West coast to East coast but my guess for the second city was Denver even wihout any mountains.
Didn’t even know SLC had famous features.
……………………………..
That temple structure is the only thing in SLC that I would have recognized, but it was included for plot reasons too. Latter Day Saints culture is in there. The same author Tony Kushner wrote the script for Spielberg’s Lincoln.
Jon Krakauer CSC
Auldheid- thanks for your very full reply re Sevco/ BT issue..A scandal IMO,would other teams in the same league not be more deserving,for playing within the fiscal rules? Doncaster’s main KPI was to get sponsors for the SPL,he’s failed.Another irony is Hibs and Hamilton get no TV money for play off games,another failure on his part.PL IMO has done more good for Sevco than all it’s recent Directors.He must have known about the BT money.HH
….and btw…the North Stand Upper must be the worst run catering area not just at Celtic Park but in any stadium I’ve visited….pies running out before the game occasionally and regularly at half time. catering window shut for some Wed night games.
….not just Upper North Stand but in general…..the mark up on prices is truly obscene….why should a pie cost more than double what it costs in Greggs?
My unhealthy interest in pies has been revealed….enough to make me a candidate for any new managerial vacancy that may come up at a plucky young south side club….
tully
(on the 5/2 diet and today is a “2” day unfortunately)
McBhoy
Pal. Ah am only.. Speculatin’
Which is ..Something that Ah Am Wont tae dae.. frum “Time tae Time”.( Whit? Frum ..”Mornin’ tae Night”. is Mair Like it!)
Bad Habit.. Ah suppose.. But. well.. its,actually…. the LEAST wan… of Mine.
Ye oughta gel a Glimpse at Ma Ither Wans!
Nice Chatting,Pal. as alwiz.
Kojo
Still,Laughin’
tully -get on the ole 6-2 diet.
Much more Celtic minded, or better still, the 7-1.
bazza67
12:50 on
21 May, 2014
ohh and anyone know of bar showing the CL gemme on Sat in the Fort Myers are of Fla
*probably any pub with a tele as the Fox Network, where I watched last weeks FA Cup Final, are broadcasting it. FYI I watched us against the Arse a few years back in an Outback Restaurant in Nags Head NC.
Good Afternoon.
Interesting article from Paul which raises a lot of issues.
Think of a nice new shiny locomotive engine sitting in the station with a highly qualified driver sitting in the Driver’s seat.
That is Celtic PLC with Peter Lawell at the helm.
Now, there is absolutely no doubt that Mr Lawell is an excellent driver.
His train always leaves on time, arrives on time, never jumps the rails or crashes a signal.
He is your regular safe driver.
However, if he takes his locomotive out of the station without ensuring that it is first of all hitched to the carriages then there is no point to his driving the locomotive at all.
Without the carriages, he does not transport people or even goods from A to B — and the whole point of the train is to get people or goods from A to B.
Further, The train driver may well go from A to B and then from B to A when the tine is right.
However, if he were a little more entrepreneurial he could see that there might be some additional money to be made by buying another locomotive and some extra carriages so that his customers/passengers– call them what you will — could travel up and down the train track more frequently.
Burnley78 pointed out some time ago that PL is a great CEO if you want to play dead safe. There is an accountant at the head of every department and every penny is accounted for and regulation is checked and double checked.
However, that is not the only kind of CEO.
Others might lay a greater emphasis on marketing, or human resources or any number of things. PL runs by accountancy — which is great but not necessarily perfect!
Accountancy does not equal innovation, or fresh thinking or many other things.
It means accountancy– and that is not a criticism just a statement of fact.
Having a strapline like ” A club like no other ” has to be more than just a logo and a banner in both business and social terms.
Any business can be guaranteed success to a huge extent if it engages with its customers and encourages them to feel as if they are being looked after.
This is especially so in football.
Celtic are not so much a PLC but an affinity group, a coming together of people who want to associate themselves with the club and its history and its ethos.
Charity is a big part of that history, although the charitable ethos has been rewritten over the years as the truth is Walfrid’s ideals were ditched pretty quickly by the likes of John Glass & Willie Maley for whom a successful football team was the immediate focus as opposed to charitable works.
However, Celtic acting the way that many of us perceive Celtic should is a great business tool for the club.
The fans will support the club financially provided the club behaves in a manner that meets with fan approval.
To that extent, I hope we are seeing the start of real innovation at the club.
Far greater inclusion of the fans and the discussing of their views.
Far greater concern for the fan when dealing with the Police and other authorities.
Far greater concern to really improve the match day experience in and around the park.
Increases in services provided by the club to the fan base.
All of these are tools for successful business which would suit the PLC yet at the same time bring the fans closer.
There are dramatic changes coming in broadcasting — huge changes — with the mobile device or tablet now being your boarding pass, entertainment screen, Library, shop, dictionary, calling device, notebook, directory and so much more.
It has even replaced the screen in the corner which means that the TV, where advertisers love to lurk, is actually in your pocket.
We are moving to an age where the target Audience is not a group in West central Scotland it is you, me, and anyone else whose data the club holds on a personal basis and who has the TV in the pocket.
Any successful business should try and engage with the customers on a one to one basis if possible — if you can do that success lies ahead.
Ignore it completely and your business is doomed.
So to do that — you have to train the staff better, think out the box about how the customer is treated and do not always settle for the cheapest way to do anything all the time as that way perdition lies. You also have to embrace technology, try practices that have never been seen before — you have to be entrepreneurial!
Engage the fans, listen to them, strive to get them a right good time with hospitality and attention that carries the wow factor. That way they come back for more and bring others.
It is morally correct and it makes complete business sense.
Bring the fans in.
Auldheid and I have been talking about a membership platform for about 4 years now. I know it has been discussed at Celtic park.
The foundation is looking to get as many people as possible involved in the charity side and to let them see where the charity money is spent. Make a difference locally and obviously.
That is good for business as the people feel part of the club and are party to the good things that the club do.
That creates or strengthens bonds and brand.
Look at the other lot.
Management and interlopers pleading and fighting for the customers money — the same customers who have been mislead and fleeced for two decades now. Other than for their money they do not exist for the board or the glib and shameless one.
Celtic must never view their season ticket holders like that.
They are tenants of the seat they sit in and if it is a good experience they will rent the seat again — time after time.
And the season ticket holder is only one section of the fanbase. There are others and they too have to be brought in and made to feel part of the club, playing a role in THEIR club.
But sometimes you have to upgrade the facilities to keep the tenant.
In this case upgrade the interaction, listen to the fans, appease their grievances, include them as much as possible in the process of running the club and above all else allow them to feel that it is their club and so work with it and for it with pride.
Improve Celtic TV, improve the facilities at the ground, improve the IT offer, the catering , the retail and everything else.
Simply strive to be better than you were last year — which is a different thing to making more money.
Better does not always equal more.
So Mr Traindriver — attach better carriages, leave the station at the most suitable time, have the ticket collectors deliver service with a smile, ask the passengers if they want to go down a branch line from time to time, link up with partners at each end of the line so that the full package is complete from start to finish of the journey, maintain the rails and make sure they run true and don’t let the cowboys hold up your train and rob it or make it deviate from the track likey the did in the olden days.
Put the internet on the train, broadcast to each passenger, serve the best food possible and make them feel that this is more than just a train — make them feel that it is a train like no other!
Take them on a long ride into Europe and beyond.
Everyone has heard of Casey Jones — though few know he was a strikebreaker and a scab and thus was despised by many on the railroad.
Few have heard of the man who invented the Orient Express — but the very name of his product is synonymous with efficiency, luxury, fine dinning and opulence.
I am not saying that Celtic should be synonymous with any of those things but they should strive to gain the reputation among their fans as just being the best — the best in every department where the fans feel treated brilliantly and are rightly proud of the club and its actions.
That is what we want.
Then again, the guy who invented the orient express maybe just didn’t want his name in the papers.
He was a Belgian with a slightly unfortunate name:
Georges Nacklemackers
What’s worse he even suggested going into business with the great American train magnet George Pullman.
Quite what they would have called their partnership is open to conjecture!!
Bada Bing
PL does not vote on the deal. The clubs agree to it and vote for it.
Chances are none of them liked it but if TV insisted on the payback clause to sign up to the deal what do the clubs do? Walk away? How would the hole left be filled?
When your hands are tied, struggling only expends energy.
On the integrity issue it has seemed to me ever since I took an interest in how football governance in Scotland works – or fails to work to be more accurate – that there is a complete absence of checks and balances aka accountability, particular in respect of keeping the balance between sport integrity and commercialism.
I think the SFA’S responsibility for the former should be one of the reasons they exist with all league contracts examined for imbalance or threat to integrity before they are agreed.
Trouble is the SFA have become so commercialised they would not recognise sporting integrity if it set up a gazebo in the Centre Circle at Hampden just before the first Commonwealth games event there
DBBIA
The ole 5-2 has good pedigree……score in our first ever game!