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Tim Hortons is changing its loyalty program

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Picture of a sign with the logo of Tim Hortons on their main cafe for downtown Toronto. (Getty Images)

Tim Hortons is revamping its loyalty program in an effort to push more members to register, but one expert says the changes will do little to boost sales for the coffee and doughnut chain.

Starting February 26, the program will shift to a points-based system that will see members earn 10 points for each purchase and allow them to redeem a wider range of menu items. Under the current system, customers are eligible for a free coffee, tea or baked good every seventh visit to Tim Hortons.

<p class=”canvas-atom canvas-text Mb(1.0em) Mb(0)–sm Mt(0.8em)–sm” type=”text” content=”With approximately 7.5 million Canadians signed up for Tim Rewards, the loyalty program has been weighing on sales as restaurants are forced to give away coffee and food items for free. Jose Cil, the chief executive of Tim Hortons’ parent company Restaurant Brands International (QSR), said on Monday that the loyalty program dragged comparable sales down three per cent. Comparable sales, a key metric that measures sales at locations opened for more than a year, were down 4.6 per cent in Canada, an all-time low for Tim Hortons.” data-reactid=”26″>With approximately 7.5 million Canadians signed up for Tim Rewards, the loyalty program has been weighing on sales as restaurants are forced to give away coffee and food items for free. Jose Cil, the chief executive of Tim Hortons’ parent company Restaurant Brands International (QSR), said on Monday that the loyalty program dragged comparable sales down three per cent. Comparable sales, a key metric that measures sales at locations opened for more than a year, were down 4.6 per cent in Canada, an all-time low for Tim Hortons.

“We’ve attracted far more guests to our loyalty program, far more quickly than we had planned,” Cil told analysts.

Of those 7.5 million active loyalty members, just 25 per cent are registered online and have shared their contact information with Tim Hortons. A key part of the rewards revamp is to encourage a higher digital registration rate, which will allow the chain to offer exclusive offers to customers based on their purchase history.

Joshua Kobza, RBI’s chief corporate officer, told analysts Monday that the company’s future success will be “increasingly dependent on digital capabilities.”

“In the next phase of loyalty, the goal is really about driving two things. One is being able to open up the menu and give more options and the other thing is about moving more into a digital form of the program,” Kobza said.

“That’s going to allow us to better understand how our guests interact with our brand and use our brand… and provide more personalized benefits to those guests.”

But one loyalty program expert does not believe the changes will help Tim Hortons boost sales.

<p class=”canvas-atom canvas-text Mb(1.0em) Mb(0)–sm Mt(0.8em)–sm” type=”text” content=”While the new system will provide a wider range of benefits to customers, RewardsCanada.ca founder Patrick Sojka is skeptical that changes will drive additional revenue for the company.” data-reactid=”33″>While the new system will provide a wider range of benefits to customers, RewardsCanada.ca founder Patrick Sojka is skeptical that changes will drive additional revenue for the company.

“I don’t think it’s going to lead to more business at all,” Sojka said. The point-per-visit system, he said, will not encourage additional spending, as customers will earn 10 points regardless of how much money they spend.

“With loyalty programs, it’s not only about loyalty, but also trying to influence behaviour. And this isn’t going to influence behaviour because there’s no change on the earning (points) side.”

How the new program will work

Under the new system, registered loyalty members will first select a reward they want to earn points towards before they are able to redeem the item. Tim Hortons said this is to ensure that guests will have a quick and seamless in-store experience. Customers will earn 10 points per eligible purchase, which is defined as worth more than 50 cents and made 30 minutes or more after your most recent transaction. Points can be banked and saved for up to a year.

Registered members who don’t select a reward level will still be able to redeem a hot drink or baked good after seven visits. As of April, those that are not registered will have to wait every 12 visits to get a free item.

The menu items up for redemption will cost members between 50 points for hash browns, classic donuts and cookies, and 220 points for lunch sandwiches and chili.

Here’s how the point system breaks down:

  • 50 points: hash browns, classic doughnuts, specialty doughnuts, cookies
  • 70 points: brewed coffee, tea, Dream doughnuts, bagels and baked goods
  • 100 points: hot chocolate, French vanilla, iced coffee, wedges
  • 140 points: Classic Iced Capp, frozen beverages, espresso drinks, box of 10 Timbits, yogurt, oatmeal
  • 180 points: breakfast sandwiches, soups
  • 220 points: BELT, farmers breakfast sandwiches, lunch sandwiches, chili

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Roots sees room for expansion in activewear, reports $5.2M Q2 loss and sales drop

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TORONTO – Roots Corp. may have built its brand on all things comfy and cosy, but its CEO says activewear is now “really becoming a core part” of the brand.

The category, which at Roots spans leggings, tracksuits, sports bras and bike shorts, has seen such sustained double-digit growth that Meghan Roach plans to make it a key part of the business’ future.

“It’s an area … you will see us continue to expand upon,” she told analysts on a Friday call.

The Toronto-based retailer’s push into activewear has taken shape over many years and included several turns as the official designer and supplier of Team Canada’s Olympic uniform.

But consumers have had plenty of choice when it comes to workout gear and other apparel suited to their sporting needs. On top of the slew of athletic brands like Nike and Adidas, shoppers have also gravitated toward Lululemon Athletica Inc., Alo and Vuori, ramping up competition in the activewear category.

Roach feels Roots’ toehold in the category stems from the fit, feel and following its merchandise has cultivated.

“Our product really resonates with (shoppers) because you can wear it through multiple different use cases and occasions,” she said.

“We’ve been seeing customers come back again and again for some of these core products in our activewear collection.”

Her remarks came the same day as Roots revealed it lost $5.2 million in its latest quarter compared with a loss of $5.3 million in the same quarter last year.

The company said the second-quarter loss amounted to 13 cents per diluted share for the quarter ended Aug. 3, the same as a year earlier.

In presenting the results, Roach reminded analysts that the first half of the year is usually “seasonally small,” representing just 30 per cent of the company’s annual sales.

Sales for the second quarter totalled $47.7 million, down from $49.4 million in the same quarter last year.

The move lower came as direct-to-consumer sales amounted to $36.4 million, down from $37.1 million a year earlier, as comparable sales edged down 0.2 per cent.

The numbers reflect the fact that Roots continued to grapple with inventory challenges in the company’s Cooper fleece line that first cropped up in its previous quarter.

Roots recently began to use artificial intelligence to assist with daily inventory replenishments and said more tools helping with allocation will go live in the next quarter.

Beyond that time period, the company intends to keep exploring AI and renovate more of its stores.

It will also re-evaluate its design ranks.

Roots announced Friday that chief product officer Karuna Scheinfeld has stepped down.

Rather than fill the role, the company plans to hire senior level design talent with international experience in the outdoor and activewear sectors who will take on tasks previously done by the chief product officer.

This report by The Canadian Press was first published Sept. 13, 2024.

Companies in this story: (TSX:ROOT)

The Canadian Press. All rights reserved.

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Talks on today over HandyDART strike affecting vulnerable people in Metro Vancouver

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VANCOUVER – Mediated talks between the union representing HandyDART workers in Metro Vancouver and its employer, Transdev, are set to resume today as a strike that has stopped most services drags into a second week.

No timeline has been set for the length of the negotiations, but Joe McCann, president of the Amalgamated Transit Union Local 1724, says they are willing to stay there as long as it takes, even if talks drag on all night.

About 600 employees of the door-to-door transit service for people unable to navigate the conventional transit system have been on strike since last Tuesday, pausing service for all but essential medical trips.

Hundreds of drivers rallied outside TransLink’s head office earlier this week, calling for the transportation provider to intervene in the dispute with Transdev, which was contracted to oversee HandyDART service.

Transdev said earlier this week that it will provide a reply to the union’s latest proposal on Thursday.

A statement from the company said it “strongly believes” that their employees deserve fair wages, and that a fair contract “must balance the needs of their employees, clients and taxpayers.”

This report by The Canadian Press was first published Sept. 12, 2024.

The Canadian Press. All rights reserved.

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Transat AT reports $39.9M Q3 loss compared with $57.3M profit a year earlier

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MONTREAL – Travel company Transat AT Inc. reported a loss in its latest quarter compared with a profit a year earlier as its revenue edged lower.

The parent company of Air Transat says it lost $39.9 million or $1.03 per diluted share in its quarter ended July 31.

The result compared with a profit of $57.3 million or $1.49 per diluted share a year earlier.

Revenue in what was the company’s third quarter totalled $736.2 million, down from $746.3 million in the same quarter last year.

On an adjusted basis, Transat says it lost $1.10 per share in its latest quarter compared with an adjusted profit of $1.10 per share a year earlier.

Transat chief executive Annick Guérard says demand for leisure travel remains healthy, as evidenced by higher traffic, but consumers are increasingly price conscious given the current economic uncertainty.

This report by The Canadian Press was first published Sept. 12, 2024.

Companies in this story: (TSX:TRZ)

The Canadian Press. All rights reserved.

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