Brand Tone

friendly, warm, and heartfelt

Brand Values

• •Community: A strong emphasis on their local roots in Bexhill-on-Sea and a commitment to serving their local customers.
• •Customer-Centricity: A dedication to providing excellent, personalized customer service is a frequently highlighted strength.
• •Quality & Uniqueness: The brand prides itself on offering beautiful, affordable, and often exclusive items, with some products designed in-house.
• •Tradition & Family: Operating as a family-run business for nearly 20 years informs their identity and approach.

Best Practices

• •Always Speak from the Heart: Use warm, genuine, and friendly language. Avoid corporate jargon. Write as if you are speaking to a friend or a familiar face in the shop.
• •Embrace the Local Connection: Regularly mention Bexhill-on-Sea and the local community. This reinforces the brand's identity and strengthens its bond with local customers.
• •Use "We" and "You": Foster a sense of a personal relationship. Use "we" to refer to the Hearts and Co family/team and "you" to address the customer directly and personally.
• •Tell the Story Behind the Products: When showcasing an item, don't just list its features. Explain why it was chosen for the shop, what makes it special, or how it can bring joy to a customer's home or life.
• •Be Consistent Across All Channels: Ensure the warm, friendly, and heartfelt tone is maintained everywhere, from the website and social media captions to email responses and in-store signage. This creates a seamless and authentic brand experience.

Social Perception

Hearts and Co is perceived very positively by its customers and the local community. It is viewed as more than just a retail store; it is a cherished local institution that contributes to the town's character. Customers express strong loyalty and appreciation for the personalized service and the curated selection of "lovely" and "gorgeous" items. The brand successfully projects an image of a business with a "heart" and a genuine connection to its clientele.

Copy Examples

• •That Friday feeling has arrived, and so has our new collection of hand-poured lavender and sea salt candles! ✨ There’s nothing we love more than helping you make your house a home. Pop in this weekend to say hello and find the perfect scent to start your weekend right. #HeartsAndCo #Bexhill #ShopLocal #NewIn
• •Hello, Bexhill! 👋 Looking for that special something for a special someone? From our family to yours, we've curated a collection of heartfelt gifts that are sure to make them smile. Come visit us at Hearts With Love on Devonshire Road – we can't wait to see you! #SupportLocalBexhill #GiftsWithLove
• •Welcome to Hearts & Co – your home for beautiful gifts and heartfelt treasures. Lovingly curated in Bexhill-on-Sea for nearly 20 years. Find a little piece of happiness to take home today.
• •A little treat from us to you, [Customer Name]... Just a little note to say thank you for being part of our wonderful community. This week, we're celebrating with a special online offer just for you. Because everyone deserves a little sparkle. ✨
• •Capture your most cherished memories in a frame that’s just as special. Made with love and a touch of rustic charm, this is more than just a frame; it’s a home for the moments that make your heart full. The perfect gift for them, or a treat for you.