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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RWE
I suppose it’s a great way to ensure you get to spend some time on your own…
Art of War @16 39
” Evidence —choose that which suits your agenda . Ignore reason ,weight corroboration ”
You have my sympathy and much empathy .
I did that jury duty thing in the early 80s .A Glasgow murder trial. I can still hear a female juror opining that ” he looks like a bad man ” and a guy urging a quick decision ” cuz ahm goin oot the night “.
A horrific ,depressing experience .
Teemu Pukki scores twice for Finland in the first 20 mins against Czech Republic
kitalba
13:09 on
21 May, 2014
NatKnow:
As my ol’man used to say to me… if eleven monkeys ran out of the tunnel to represent Celtic there’d be thousands who’d cheer them on.
*in a similar vein my da used tae cringe when he heard about players of limited ability playing for the jersey, he would say that the jungle was full of punters that would play for the jersey.
swindonbhoy -sign him!
Ballyliffin is one of the most beautiful places that I have ever been to.
Wildernesses mind you.
My friends and I went there to watch the Seville final.
On the journey there we hit a sheep on one of those mountain roads.The fella driving was a wee bit in shock, so we got out of the car and checked on the sheep. It was dead. I said to the driver – “don’t worry about it, there’s millions of them about here.”
He tried to attack me.
Anyway we eventually set off again, got there and hit one of the pubs, and the bar was packed with Celtic supporters.
Donegal is real Celtic heartland.
After the game and in drink, we were all a bit fed up over the result, you look for excuses because Celtic lost.
We arrived at the conclusion that the reason Celtic lost was because we knocked down that sheep, it was a bad omen so to speak.
Stupid to think like that.
HH.
Remember the Name..
Paul McMullan.( How Could Ah Furget?? Ye hiv told Me oaften Enuff!..ed)
But.. Some folks hiv Awfy Bad Memories.. So..
In Case.. Any of Ma Readers, fa’ Intae, THAT Category..
Remember..the Name..
Paul McMullan.
Kojo
Still,Laughin’
Dbbia
stop your messing around,
my current ringtone…o))
Gct
just had a pint with Cunny, he was lurking and remembers you well, still a bit of a techno phobe..
asked that you give me your number on your return for a wee drink..
Swindon Bhoy
at 17.24.
Gled tae Hear It!
Yep. Ah reckon Tho.. that If it NAE SURPRISE tae Kojo. that Pukki..
Is rattlin the Riggin.. He hiz done that Quite a Few Times. Playing ,fur n with.. his Home Boys..
Like Ah hiv Pointed oot.. Several times.. oan here..
Pukki, is a Guy Who is Simply Loaded wi Bountiful Promise n Pleasing Potential.
But..
He is a SHY GUY.. n.. as Such..
He JIst is Takin’ a Loat Longer tae Settle.. with Us..
than a.
Gallus Yin. such as. well.. Lee .. Wid… F’rinstance!
Ah fully Expect tae Play a Loat Bettah Fur Us..
Next Season.. when He Shoulda Begin tae Feel Mair … well..
At Home..There , in Scotland..
It is Jist a Maitter o’ Him Getting His Confidence Thingy Goin’.
A Like the Lad… A Loater.
Kojo.
Still,Laughin’
swindonbhoy
17:24 on 21 May, 2014
Teemu Pukki scores twice for Finland in the first 20 mins against Czech Republic
Hope Finland put a bid in……
BRTH,
I’m thinking of a nice new shiny locomotive engine sitting in the station with a highly qualified driver sitting in the Driver’s seat .
But are you really in control if you don’t own the track ?
HH.
Been reading again about Celtic paying the livable wage. IMHO it will never happen and for one reason. Celtic are a PLC and are responsible to their shareholders. By responsible i mean they are duty bound to deliver the maximum profit they can. Its what being a plc is all about, money.
They are no longer about the fans, we are and always will be, now, about the money.
Its our duty of care to our shareholders to make the maximum profit we can. Ma liveable wage kinda destroys profit. Therefore we dont have it.
The zombies increase profit. That is why we are not exactly trying to kill them off. The huns are good for business, we are duty bound to deliver maximum profit, therfore the huns must get back to the top table.
Does it make anymore sense now?
We are not, and will never be, run for the fans.
We are now and for ever more gona be run for profit.
Before thinking about, why did the board do this or not do this, apply the profit calculator.
If we think like a PLC then we can see, but not agree, with many of the heavily debatd points that cqn is.
FORMER Celtic star Shunsuke Nakamura is on the mend after undergoing surgery.
Nakamura, who now plays for Yokohama Marinos in the J-League, was released from hospital yesterday after having his gall bladder removed.
The 35-year-old, voted the league’s most valuable player last season, will require at least three weeks to recuperate.
Nakamura caused a health scare when he became ill in November before being diagnosed with the inflammation of the gall bladder caused by gallstones.
The Japanese midfielder became a massive favourite with the Hoops fans after Gordon Strachan brought him Italian club Reggina for a bargain £2.5million in the summer of 2005.
He scored 29 goals in 128 games for the club, including his stunning free-kick winner over Manchester United at Parkhead in 2006 to ensure qualification to the last 16 of the Champions League.
Nakamura claimed another fabulous injury-time deadball effort to give Celtic a 2-1 win over Kilmarnock at Rugby Park to ensure the 2007 Premier League title.
He moved to Spanish outfit Espanyol when his contract expired in 2009 before returning to his first club Yokohama Marinos a year later.
Nakamura had resisted calls for him to return to the international stage after announcing his retirement after the 2010 World Cup in South Africa.
‘Jones is the vigilante comrade of the Teenage Mutant Ninja Turtles’ – so more likely to be a man of impeccable trade union solidarity rather than a ‘strike breaker and a scab’.
At home with ole BRTH
DBBIA/HornbyOOCSC
Get well soon naka.
TRAIN I RIDE SIXTEEN COACHES LONG
Clunks
Hiya,Pal…Nice tae Chat..
Like Ye said.. The Celtic ur Noo. A Team that is Being Run or Ran.. Strictly..
As a PROFITABLE ENTERPRISE..
Therefore.. in this Contemporary Celtic Administration.. The Buziness of Buziness, wull Alwiz Come.. Afore..the Buziness of Pleesure!
That is jist the Wey It is..
Howevahhhhhhh…
Is that a Bad Thing??
Because.. In Ma Opinion..
No. Buziness ….or.. Ah wid Imagine.. A Fitba Club..
EVAH went.
BUST.. If they Wur Being run ,STRICTLY, Fur Profit. rather than.. well….
GLORY or.. Fur Sentimental Reasons..
Sorry,pal..
But, Ah alwiz am inclined tae watch the Boattum Line. with Mair than a Tad of Anxiety.. constrictin Ma Stomach.
Thankfully, In Ma Opinion..
Ah Wull Look Forward tae No Longer experiencing any Mair of That Type of Unease…
Regarding, the Boattum Line of Ma Favourite.. Fitba’ Team.
As long as This Present Celtci Board is in Situ.
Nice Chatting ,pal.. as Alwiz
Kojo
Still,Laughin
I see Police Scotland have put back LGs court case.It seems they have more investigations to pursue.Now seeing as they are a totally impartial police force,I take it they are having to do quite a bit of legwork finding out the names and addresses of every one pictured in the pub.
I am sure alongside LG in the dock,if it gets that far,will be at least another 20 defendants.
Cant see any other reason for such an open and shut case.Can you?.
Unless of course,their resources were stretched at the weekend in Stirling arresting everyone playing,singing sectarian ditties.Yes,thats probably the reason.
Boaby Bacala fae The Sopranos comes tae mind…..
Any truth in the rumor,Naka got up from his sick bed,took the bladder,and curled it into the waiting receptacle?.
RWE,
Thanks for that – I’m really pleased with the response to Calling Cards.
Hopefully number 2 will be out early next year. And I’m working on the third at the moment.
South of Tunis- evidence was flimsy.
Accused- young man.
Charge- sexual nature.
Women jurors (8)- all accused evidence treated as a lie. 2 females evidence- why would they lie?
Never got a fair crack at the whip. He will be eaten up and spat out in jail.
As I said mate, never again.
HH
Kojo,
I agree and i disagree.
We need to be a profitable business. Look at the zombies for examples of being run not to be profitable. They run a business purely to hump us and win the big cup. They did hump us but they failed to win the big cup and it ultimately fecked them. Whose to say what would have happened if they won the champions league.
But they didn’t and they are now zombies. Get it up them!
We being run purely as a business infuraites its biggest asset. Which is
Us. The fans.
There must be some common ground.
Yes we must make a profit.
But to get back to P67’s leader regarding brand management. And i will corrupt this slightly, we as a brand were fomed as a charitable organisation.
Paying the minimum wage dos not suit the profits but more than suits the brand values of the club.
Middle ground or we will continue to alienate our biggest asset.
The fans.
Engerland 1 Holland 0 U17 Final on Eurosport
Apart from a few years at the very beginning, Celtic has always been run for profit.
The difference now is that we are now being run better for profit, even though we are competing in a more disadvantaged arena than at any other time in our history.
BRTH
Georges Nacklemackers
No wonder he kept quiet
Loved the train analogy and yes I agree we must look for avenues where we can strengthen the brand and fan experience
Celtic TV via Mobile TV is one avenue
I would like to see Celtic collect all their TV in one place on VoD on one channel exclusively
Celtic have loads of stuff on youtube but most of it lacks the pro editing touch and if you could get ex players to talk us through some of it in the form of a narrative it would enhance our video history at least
Why should youtube get the click throughs and ad revenue on this stuff. If Celts could pull this load of material under their roof give it a coat of paint and some audio from the pros you have a better video product
There is a wealth of Celtic on video out there that should be on Celtic on demand TV
HH
clunks
17:46 on
21 May, 2014
I agree to a point.
And the point is…….they are allowing themselfs to get shafted by the powers that run the game in scotland, be it corrupt officials, bent referees whatever.
Take the case of the hun, they were afforded bent referees the year walter sent out the message that they needed the CL money, they obliged in kind, they won the league and got their hands on our money, one of a thousand instances where they get preferential treatment to our financial cost.
Now we often say we have super dooper suits on our board, and the powers who run the game are numpties, yet these useless bufoons at the sfa are running rings round our super dooper suits, awarding licences to clubs that they help to steal what is rightfully ours.
Then we get the Res 12 bhoys, they tell us that the club are going to look into it, the club have all the info apparently……….
Now if I knew that my business had, had millions swindled away from it by another party, I would do everything in my power to get my hands on what was rightfully mine, and bring the culprits to justice, yet our super dooper suits don’t seem to be doing anything…….
Question I ask myself is ……WHY NOT ?
HH
What a fabulous goal by the Dutch u17s. The flick pass in by the number 14 was exquisite.
brogan rogan trevino and hogan supports oscar knox, mackenzie furniss and anyone else who fights neuroblastoma
17:14 on 21 May, 2014
You should think more Shinkansen
TET
Sorry for butting in, but where do Celtic take their protest?
To the SFA, who are the guilty ones in the whole deal ?
No.
To UEFA, who take a dim view of clubs acting against their Associations?
No.
To the Courts?
See above.
The only thing that Celtic can do in protest is to pick up their ball and go home.
Then what do we do?
Look for someone else to play with?
For a few years now I have posted on Celtic’s options and you know what they are.
Stamping our feet and throwing stones at the windows isn’t going to do any good.
There is no logic in an exclusively( we are told), profit driven, PLC allowing it’s business to be damaged and meekly accept the situation.
That is why I suggested waiting until the dust settle to see where we are.
Both our major shareholder and Ireland’s richest man have reputations of never letting anyone screw them in business so, let’s see how it plays out.
How many trophies did the calm calculus of accountancy figure out Celtic shouldn’t have bothered showing up for?
My back of the envelope calculation says 21.
Good Evening Timland.
Backed Hamilton at 13/8……maybe the break
that Hibs need….any transfer rumours?
TET
Why not indeed.
If we look at it purely as a business decision then it MIGHT make more sense.
I have capitalised might for emphasis here.
The huns went to the wall for tax evasion. It is as in your face as a stripper with a tenner in her g string.
It goes to court and the result is. NO FECKING SPORTING ADVANTAGE.
Thats just nuts. How can you pay players you should not be able to afford and still have no sporting advantage? You can’t. Its as plain as the stripper with a tenner.
BUT
It stood.
No sporting advantage.
If we can have evidence that strong and the cabal still manage a result like that what the hell can Celtic do?
Do we risk milions in court, cos that is what it will take. We do not have the evidence as clear cut as we would like. The whole world knows that the huns tax evasion was done for one reason only. Which is namley sporting advantage, but it still lands favourably for them.
We as a business cannot afford to speculate the type of money it would take to get it to the courts. Where the result is very uncertain as we have seen.
We as fans would bamkrupt the club to get it to the courts. And rightly so.
We are run as a business for money, not as a business for the fans.
I would lve to take it to court and let the world see it for what it is.
It will never happen, cos it will never be allowed to.
Agree and disagree all,you want.
These are the facts.
NO SPORTING ADVANTAGE.
VD,
I fancy Hamilton too. Plastic pitch…hibs being gash….
5/1 @ hill for both to score and a Hamilton win.
Clunks
Thanks fur the reply.
A Reply,in which ye hiv Made yer sel..Perfectly Clear ..oan where Ye Stand.
Ah Respect Yer Feelin’s In this ,Pal.
Howevahhhhhhh..
Let me Pose a very Important Question . to you..
When wiz the Last Celtic Administration ,who were a Firm Favourite wi..
The Celtic Fans?
Ah canny think o’ Any..
Kin YOU?
Celtic, Noo..at last..In Ma Opinion,of course..
Hiz An Administration that is the Poster Child fur This Era in the History Of WORLD Fitba’…
n One ,who is Proving that
Yes.. Ye Kin Hiv Yer Cake.. n Eat it.. if.. Ye are No TOO GREEDY.
Celtic, are a Very Well Run or Ran Club.. Financially, Speaking ,of Course..
But… He who ignores the Financial Aspect of Running an Enterprise.. is
a Fool.
The Matter of Pleasing it’s Fans ,has ALWIZ bin a very Trying Burden..
Tae Celtic..
one that Wull Never..in Ma Opinion, ever… be Fully Unharnessed…frum Celtic Hoarse.
For .. Celtic Fans are..
Sentimental.. Passionate.. Alwiz.. But… Staunchly, Committed tae
Caring Fur the Dispossessed n the Under-Dogs of this World..
N .. THAT Kin Be Stumblin’ Block..
Although ,it is a Very Commendable Trait…
in Sharing itself with the Hard Headed Buziness Like Views of THIS Celtic Board..
There will Alwiz be a Clash of Opinions between..
The Majority of the Celtic Fans.. n How the Celtic Enterprise is being Conducted by
it’s Mover n Shakers.
It is .. Whit it Is.
Ah am, Fully oan the Side of the Board, in this..
Ah am No a Bad GUY, because of my Affinity with the Sentiments of the Celtic Board.
An am Jis.. wanna o’ they..
Pragmatists, that ye hear Aboot…
Wan who Fully realizes..
YE CANNY PLEASE, EVERYBUDDY.. Awe the Time..
Mebbe,, Some o the Time. but.. Soitenly..
No .. MAIST of the Time!
Nice chatting,pal
Kojo
Still,Laughin’
Hivtae Leave, Steve..
Seeya.
Nice Chatting.
Kojo
Still,Laughin.
ttt
For a start they could tell the sfa on the qt that unless they reform the refereeing dept, they will indeed got to uefa and take it to the courts.
Dr John said a few years ago that [ those days were gone ] and we are if anything worse off than we were then, our suits have no balls for the fight.
Uefa may well not take too kindly to a club challenging their governing body, but I have no doubt we could prove many instances to uefa where the sfa are corrupt, this could be done on the qt, uefa would have no choice but to act.
It a sport, yet it’s not a sport, it’s corrupt, and I would rather we didn’t have any part of the corruption, it flys in the face of everything our club supposedly stands for, certainly what it was set up for, just take a gander at Paul’s leader today………
And yes, pick up the ball and tell them, a level playing field or no field.
Cos there is nothing surer, if the hun think they may go again, and this time for some time, they will do everything they can to bring us down.
HH
Just noticed my typo.
Bamkrupt.
Sounds very hunnish