Richelieu and Korai state that the idea of customer satisfaction, through a pleasant consumer experience, positively impacts the customer judgment (2014). Tim Horton has been able to create an experience that appeals to many consumers as they become the world’s third-largest quick service restaurant ("About the Coffee Partnership", 2016) enabling the company to increase its profitability and market shares (Lai, Griffin & Babin, 2009). Tim Horton over their 50 years has taken into account the importance of delivering a quality good experience to their customer because they are aware that consumers are not longer making solely based on functional attributes (price and size) (Chen & Hsieh, 2010), but the intangibles activities that the consumers pay to spend time enjoying a series of memorable events that the company stages in their coffee shops to engaged them in a personal way (Richelieu & Korai, 2014). …show more content…
Tim Hortons’ core value is to provide quality service ("News Release Details | Corporate", 2016).
Jackieth shared her experience on every Cup Tells a story website stating:
[…] They treat me like family! The team are always fast, polite, caring, accurate and deliver this all with a smile. I have been passing by this location for 8 years and the service is always consistent and efficient. Often when you are starting your day you are faced with just another day of work, traffic, weather, stress or whatever you have ahead of you, and it's such a pleasure to get a Timmy's complete with a pleasurable experience and a smile to get you started off in the right frame of mind! (2015).
Jackieth’s experience for the last 8 years shows Tim Hortons’ reliability is consistent and efficient service by treating her like family, therefore creating loyalty and satisfaction towards the brand and products they provide, in addition her experience evokes happiness and joy, as the coffee appears to evoke moments of pure pleasure, enabling her to remain calm in the face of daily
challenges. Responsiveness of Tim Horton of delivering a service can be really quick as most of their product is like a cookie-cutter process, mass produced, lack of originality, and just with the push of a button coffee or lattes are made (Appendix, Picture 1). This cookie-cutter process does not mean that is not effective, the contrary is effective for the target market they are trying to reach and it is noticeable by the saturation of the market and about 4500 store in North America. ("Tim Hortons - number of restaurants in North America 2013 | Statistic", 2016). On the other hand, coffee shops like Starbucks can take a little longer to deliver their coffee, but the waiting time for some consumer is worth it for the reason that Starbucks is taking customization of their coffee above Tim Hortons. Starbuck first personalize your cup by name (Appendix, Picture 2), then you can request for any type of customization of their drink.
To analyze the economic conditions for Tim Hortons, firstly, we will talk about the worldwide economic situation and the specific economic condition in Canada, then shows how these factors that affect operation of Tim Hortons.
In the August 27th, 2014 article from The Globe and Mail, “Tim Hortons: How a brand became part of our National identity”, Joe Friesen observes that the intended merger of Tim Hortons with Burger King is not an ordinary business transaction, since Tim Hortons’ effective infiltration of the Canadian identity has made it an epitome of its culture and values.
Looking into a brief history of how the Tim Hortons franchise became what it is today, Tim Horton opened his first restaurant in 1964 in Hamilton Ontario. Tim Hortons had the focus to sell top quality, always fresh product with great value and service. This first store started off with only coffee and two types of doughnuts, Apple Fritter and Dutchie. In 1967, Tim Horton joined with Ron Joyce becoming full partners of the newly formed company. After Horton’s tragic death in 1974, his wife sold her husband’s share of the company which had now expanded into 30 restaurants, to co-owner Ron Joyce for one million dollars. She quickly regretted the decision and tried to overturn afterward, but was unsuccessful in doing so. As of today Ron Joyce has taken the small coffee and doughnut restaurant and transformed it into a multibillion dollar franchise, made up of 4304 ...
Corporate Employees Our goal is to be one team, focused on delivering the ultimate guest experience. This is done through an engaging work experience and efforts to make our company an employer that attracts, develops and retains high performing and engaged employees. Enactus Together with Enactus Canada, Tim Hortons is shaping generations of entrepreneurial leaders who are passionate about advancing the economic, social and environmental health of Canada.
Mujtaba, B., & Johnson, W. (2012). Case 5: Publix Super Markets--Achieving Customer Intimacy. Weinstein, A. Superior customer value: strategies for winning and retaining customers (3rd ed., pp. 269-286). Boca Raton, FL: CRC Press.
Having prior knowledge of a customers needs, habits, and questions before or during every interaction and transaction can boost customer satisfaction. (Zueschner, Raymond. (1997). Communicating Today. Boston: Allyn and Bacon.
The Cold Stone Creamery focuses its energies towards customer service satisfaction goals through a line that starts with the customer and flows back through the store location’s crew and franchisee (owner), to the area developer and members of the creamery head office, and finally to their marketing team members. They call this line to customer service satisfaction the “customer pyramid.”
First, when shopping, a big factor that will impact a customer 's experience is the customer service. Whether it’s from a simple “hello”, or an employee going out
Also, from 2013 to 2014, there has been significant growth in Return on Equity (ROE) and Return on Asset metrics (ROA), 22% and 14%, respectively (appendix Analysis, Income Statement tab). The same holds true for its operational profits. It is apparent that Tim Hortons understands its internal processes regarding food waste minimization, human capital management and the exercising of economies of scale within their supplier relationships. Unfortunately, in the fast food restaurant industry, companies must also sell high volumes of product to sustain their competitive advantage. Tim Hortons must focus on bringing its percentage share of consumer traffic in alignment with its share in dollars in Canada then mirror those results within their US market strategies (data supplied by Scharr and Rowe p. 11-13). The appendix (competitive strategy tab) illustrates the competitive location and structure of Tim Hortons through strategic mapping and Porter’s Five Business-Level-Strategies matrix (Asynch 6.6 Generic Strategy
One of the recommendations that I would give to Tim Hortons would be to complete a thorough market research report whenever they can and as well as a competitor analysis of the major companies that are achieving great success in the industry, such as Starbucks and McDonalds. By analyzing the ways in which the competitors are adapting to the constant changes in the market today and figuring out the major moves they’ve made in terms of marketing and strategical planning and execution, while at the same time evaluate their customer segmentation techniques (qualitative versus quantitative) and who they’re specifically targeting in terms of attracting the customer’s attention and persuading the customer to buy and product, or if they did an exceptional
To gain the loyalty of each customers, employees should know how to provide great experience for them. Tim Hortons Restaurant Owners and
General Mills Canada is declining in sales due to a lack of innovation. For instance, Homer notices that risk aversion within the company is causing it to not perform at its fullest potential. Therefore, one can assume that “employees offer few new ideas or few ideas that are well outside of what is considered safe or ordinary” out of fear that such ideas will hinder General Mills’ success. The employees’ risk aversion causes the company to continue offering mature products such as Cheerios, Nature Valley granola bars, Green Giant vegetables, and Old El Paso taco and seasoning products, which can only change in limited ways. Another issue is that employees in the Marketing, Finance, Sales, Consumer Insights, and other departments, stick with their own department, are collaborate only within their department, and do not embrace individualism. Homer posits, “we found …that our collaborative culture made it so that ever...
Customer experience plays an important role to many businesses in many different aspects nowadays. This interaction includes attraction of customer, awareness, discovery, cultivation, advocacy to purchase and use of a service. This report will write about experience of customer after they visit and make purchase in Victoria Queen Market. According to Queen Victoria Market (n.d), the market has had colorful and controversial background over its 130 years of history.
Preliminary Starbucks – one of the fastest growing companies in the US and in the world - has built its position on the market by connecting with its customers, and creating a “third place” beside home and work, where people can relax and enjoy themselves. It was the motto of Starbucks’ owner Howard Schultz and, mostly thanks to his philosophy, the company has become the biggest coffee drink retailer in the world. However, within the new customer satisfaction report, there are shown some concerns, that the company has lost the connection with customers and it must be taken some steps to help Starbucks to go back on the right path regarding customer satisfaction. I will briefly summarize and examine issues facing Starbucks. Starting from there, I will pick the most important issue and study it from different positions.
MAKLAN, S. & KLAUS, P. 2011. Customer experience: are we measuring the right things? International Journal of Market Research, 53, 771.