Brand Tone

Enthusiastic, community-focused, and appreciative of the hobby. Personal and sometimes apologetic when addressing company shortcomings. Aspirational: passionate provider for hobbyists, reminiscent of a dedicated, perhaps small-scale, operation.

Brand Values

• •Nostalgia/Classic Designs: The miniatures often evoke an "old school" or "Oldhammer" aesthetic, appealing to long-time hobbyists.
• •Variety and Range: They offer a wide array of historical and fantasy figures, including niche and harder-to-find types.
• •Affordability (Often via Sales): The company frequently runs sales, which is a significant draw for customers.
• •Direct Connection (Intended): Attempts at direct communication via blog posts suggest a desire for a personal connection with the customer base.
• •Persistence/Resilience (Implied by company narrative): The owner has openly discussed personal and business challenges, framing the company as one striving to overcome difficulties.

Best Practices

• •Honesty and Transparency is Paramount: Given the existing reputation, openly address challenges and be realistic about delivery times. If delays occur, proactive communication is crucial, even if it's just an update acknowledging the issue. Avoid overly optimistic language if it can't be consistently met.
• •Prioritize Responsive Customer Service: Invest in and empower a system (or person/team) to respond to customer inquiries promptly and empathetically across all channels (email, social media comments/DMs). This is the single most critical area for rebuilding trust.
• •Align Marketing with Operational Reality: Do not heavily promote sales or new items if the system is struggling to fulfill existing orders. This exacerbates frustration. Marketing efforts should be in sync with the capacity to deliver.
• •Showcase the "Why": Focus content on the love of the miniatures, the history of the sculpts (if known), painting guides, and community creations. Lean into the passion that the miniatures themselves inspire, which is a current positive.
• •Underpromise and Overdeliver (Gradually): Start by setting achievable expectations for service and delivery. As consistency improves, the brand can then work towards exceeding those baseline expectations. Rebuilding a reputation is a slow process that requires consistent positive experiences.

Social Perception

Polarized: an appreciation for the miniatures themselves, heavily marred by a largely negative perception of the company's reliability and customer service.

Copy Examples

• •Headline: Rekindle Your Passion for the Tabletop. Body: Remember the thrill of unboxing classic heroes and villains? EOE Orbis brings back that magic with Black Tree Design's timeless 28mm miniatures. Discover vast ranges for your historical and fantasy worlds. Your next legendary army awaits!
• •Headline: For the Love of Lead: Sculpted with Character. Body: At EOE Orbis, we believe miniatures are more than just game pieces – they're characters with stories to tell. Black Tree Design figures are crafted with that old-school charm and detail that brings your campaigns to life. Explore the collection.
• •Headline: Your Next Campaign Starts Here. Epic Sales Now On! Body: Fuel your wargaming adventures without breaking the bank! EOE Orbis offers incredible deals on a huge selection of Black Tree Design miniatures. Build the forces you've always dreamed of. Don't miss out!
• •Headline: From Ancient Battles to Far-Flung Galaxies. Body: Whatever your era, whatever your realm, EOE Orbis has the Black Tree Design miniatures to populate it. We're dedicated to providing the building blocks for your greatest tabletop sagas. What story will you tell?
• •Headline: We're Fellow Hobbyists, Committed to the Craft. Body: The world of miniatures is our passion too. EOE Orbis is working hard to bring you the Black Tree Design classics you love, and we appreciate your place in our community. See what's new and join the adventure.