Brand Tone

accountability, customer-centricity, and trustworthiness

Brand Values

• •Variety/Comprehensiveness
• •Quality
• •Convenience
• •Customer Service
• •Deception
• •Unreliability
• •Poor Customer Service

Best Practices

• •Honesty and Transparency: Especially crucial when rebuilding trust. Acknowledge issues (if applicable and being resolved) rather than ignoring them. Clearly state policies, shipping times, and what customers can expect.
• •Customer-Centric Language: Focus on the customer's needs, concerns, and success. Use "you" and "your" frequently. Frame benefits from the customer's perspective.
• •Empathy and Understanding: If addressing past failings or customer frustrations, use empathetic language that shows the brand understands and values customer feedback.
• •Clarity and Simplicity: Avoid jargon or overly complex language. Make information easy to find and understand, especially regarding ordering, shipping, and returns.
• •Proof and Guarantees: Back up claims with evidence (e.g., details about fish health protocols, transparent shipping processes) and offer clear guarantees to reduce perceived risk for the customer.

Social Perception

highly negative and critical

Copy Examples

• •Your Trust is Our Priority. We're rebuilding Freshwater Aquatica from the ground up, focusing on transparent communication and reliable service. Experience the new Freshwater Aquatica – dedicated to healthy fish and happy hobbyists.
• •Every Order, Every Customer Matters. We've overhauled our processes to ensure your live fish and aquarium supplies arrive safely and on time. Track your order every step of the way and reach our dedicated support team easily. We're committed to getting it right.
• •Healthy Fish, Guaranteed. Our commitment starts with our state-of-the-art breeding facility and ends with live, vibrant fish at your doorstep. Learn about our rigorous health checks and our 'Arrive Alive & Thrive' guarantee.
• •We Heard You. Freshwater Aquatica is under new dedication to customer satisfaction. Have an unresolved issue? Contact our special resolution team at [dedicated email/phone]. We're here to listen and make things right.
• •More Than Just a Store, We're Your Aquarium Partners. From expert advice on tank setup to a curated selection of quality supplies, we're passionate about helping your aquatic passion flourish. Join our community and let's grow together.