This is not a Tim Hortons coffee.

But rather a comfort experience, a pause before returning to the fray. A moment of revitalization to feel more energized!
A boost to achievement!

In fact, the results of our research on their values as consumers tell us that Tim Hortons’ regular customers are after much more than a coffee and something to eat.

The boost they seek is as much for their spirit as for their stomach! These customers are after a recharge experience, a break, so they can better face the challenges in their daily lives; challenges that they find exciting.


The world is changing too fast

Many of us find the pace of change in today's world unsettling and this is even more true of Tim Hortons’ customers. They seek more stability; hence, the anchoring role that brands play in their lives. They want to be able to count on brands remaining immutable and unchanging, because they find that reassuring.

They feel that their lives are spinning out of their control. This leads them to seek comfort experiences that let them momentarily escape and recharge in a safe environment. The Tim Hortons' customer experience seems to meet this need perfectly. It is relaxing, comforting and allows them to recharge.


The need to excel

On the other hand, they are certainly not victims of our era. Much of their stress is self-inflicted. No matter their field of endeavour, they feel that they can transcend their limitations and go further.

Tim Hortons lets them recharge before returning to the action.


The opportunity

Enhance the recharging experience that regular customers have at Tim Hortons, either to increase the loyalty of regular customers (occasional customers are also very similar) or to reach all those with the same kind of needs and who are not yet customers of the chain.


Values and hot buttons of regular Tim Hortons customers (Canada, Panorama 2021)

The indices on this table compare regular Tim Hortons customers to the rest of the population and quantify the extent of their variance. At 100, these consumers would be similar to the general population.


What about your products and brands? Do they appeal to unsuspected needs? Is there an opportunity to make them more relevant to your target audiences?