43. Erin Cohen @ Tim Hortons on how Research Informs the Customer Journey

Erin Cohen, Director, Consumer Insights at Tim Hortons, has spent her entire career in insights. She has a wealth of experience in quick service restaurants and spent a bit of time expanding her experience within the consumer packaged goods space.

In this episode, Erin discusses the back-to-basics approach she’s spearheading at Tim Hortons and how consumers’ routines changed because of the pandemic. You’ll also learn:

• The process of setting up an insights function from scratch
• Why it’s important to invest in foundational research
• What Erin thinks about the customer journey
• How the Justin Bieber collaboration came to fruition

It was so great sitting down with Erin this week. And a big thanks to her for being our first guest to take part in our new rapid-fire question section of Dig In.

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