#384: Tim Hortons: Cultivating and Increasing Customer Engagement by Leveraging a Unique and Innovative Approach

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Affectionally labeled as the “most Canadian brand in Canada,” Tim Hortons is a beloved quick-service restaurant (QSR) featuring coffee and other beverages, delicious donuts, breakfast favorites, and sandwiches. The brand counts more than 5,000 restaurants worldwide—with the majority of them located in Canada. Tim Hortons restaurants can be found in the U.S., with more concentrated pockets close to the Canadian border.
The company was founded 60 years ago in Hamilton, Ontario, and has since become the largest restaurant chain in Canada. Tim Hortons serves nearly 7 out of 10 coffees purchased in the nation, which represents approximately 80% of Canadian visits to Tim Hortons’ restaurants at least once per month. Today, the brand is arguably embedded in the fabric of Canadian life, with core values rooted in those of Canadians.
Tim Hortons was a finalist at Loyalty360’s 2024 Loyalty Expo in the Customer Experience Strategy and the Loyalty Program Design categories, taking home the Silver Award in the former and the Bronze Award in the latter.
Mark Johnson, CEO of Loyalty360, spoke with Ricardo Frydman, Director of Performance Analytics & Pricing for Tims Financial, and Shannon Torabi, Senior Manager for Digital & Loyalty Growth at Tim Hortons, about the launch of Tims Word Challenge, authentic emotional loyalty, and how customers must always be top of mind.
Watch the interview here: https://youtu.be/uImmE12atxI
Read the feature on Loyalty360 here: https://loyalty360.org/content-gallery/in-depth-exclusives/tim-hortons-cultivating-and-increasing-customer-engagement-by-leveraging-a-unique-and-innovative-ap

Chapters

1. #384: Tim Hortons: Cultivating and Increasing Customer Engagement by Leveraging a Unique and Innovative Approach (00:00:00)

2. Tim Hortons Loyalty and Engagement Strategies (00:00:05)

3. Enhancing Customer Loyalty Strategies (00:12:19)

4. Family Influence and Legacy Contributions (00:21:00)