July 10, 2010

Will Your Customers Line Up?

If you are from or have ever been to Canada, you know of a phenomenon like few others on earth. It is a cultural and business marvel. And it is named after a legendary hockey player who was one its co-founders.

Tim Horton’s (not a client) is one of the most successful franchise models in North America.

What the company does best is stick to what they do well. It amazes most experts that they can introduce new products all the time and all the while sell hundreds of thousands of gallons of coffee each year.

What is equally amazing is that most of their customers (present company included) have perfectly good coffee makers at home, but prefer to line up with their fellow java junkies for a cup of Tim’s finest.

The future of building relationships and product awareness is through brand experiences customers can share with each other. It is getting increasingly more difficult to rest a sound business plan on financing options and color selection. People want more.

But in the case of Tim Horton’s, it’s not the most exotic coffee on the planet; it’s certainly not the fanciest joint on the block. While others try to dress up the customer experience with high back padded arm chairs and CDs featuring acoustic compilations, sometimes the right model is to get your customers in and out of your store with exactly what they want and expect from you.

For that, they will line up.

@knealemann
Helping you integrate all you do with all you do.

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