Customer Experience Strategy
We map the journey your customers actually take, find what is holding growth back, and build a clear plan for closing the gaps.
Thirty minutes, no charge, no deck.
What we set up
Customer communication
The follow-up, reminders, onboarding and renewal messages that keep customers moving and stop the "where's my...?" calls. Written in your words and set up in the software you already use.
Journeys and workflows
We map the journey your customers actually take, the process and handoffs behind it, and every communication around it. Then we fix it with your team, in an order they can follow.
Customer success
We map the first 90 days from your customer's side, then set up the onboarding journey, playbooks and automated check-ins in the tools your team already uses.
The Problem
A customer experience is never in one place, which is exactly why the breakdown is so hard to find.
The experience your customers have is spread across teams, systems, processes, communications, handovers and the expectations set long before anyone signs anything. Every person inside the organisation sees one part of that experience clearly and the rest only in fragments.
So the theories multiply. The sales lead blames onboarding, operations blames the brief, and leadership adds another tool or another campaign on top of a journey nobody designed in the first place.
BREME looks at the whole customer experience as one system, names what to fix and what to stop touching, and puts the work in an order your team can actually follow.
One customer's year
Pick an industry and look at what most businesses send across a customer's first year. Then switch to a mapped journey and watch the middle fill in.
The BREME Method
Scoring a journey against all six turns a vague sense that something is off into a ranked list of specific things to fix, in order.
How it works
Six steps from where you are now to a plan your team is already behind.
We listen before we map.
Interviews with the people who touch the journey, from leadership to the front line, plus a proper look at your data, your existing flows and your support volume.
You walk away withStakeholder interviews and a data review
What customers actually experience.
A facilitated session mapping the journey your customers really take, stage by stage, rather than the one drawn on the process document.
You walk away withA current-state journey map for one or two priority journeys
Every friction point, scored.
Each point of friction scored against the six BREME pillars, with the evidence sitting behind every score, so opinions turn into a shared picture.
You walk away withA BREME Scorecard across all six pillars
Quick wins, separated from the big work.
A facilitated session ranking what to fix first, so the team agrees what happens this month and what needs a proper project.
You walk away withA prioritised list: quick wins and structural work
Ninety days, with names against it.
A written ninety-day plan with owners, effort estimates and the measure that will tell you each fix worked.
You walk away withA ninety-day plan your team can follow
Decisions made in the room.
Final delivery to your leadership team, so the decisions get made together, not lost in a follow-up email.
You walk away withA leadership readout and decision session
Services
Three ways in, depending on what needs fixing. Each one starts with something useful, for free.
Tell us what you do and we send the three automatic messages we would add first.
Three messages written in your words and running in the software you already use.
The follow-up, reminders and rebooking built for your business and handed over working.
A monthly check, quick fixes and a quarterly call on what to add next.
We sketch the five moments in your customers' year where a well-timed touch would land.
One journey mapped from your customer's side, scored against the six BREME pillars, ending in a prioritised plan.
We build the top fixes into your own systems: the process, the handoffs and the messages.
Monthly improvements and a quarterly review, so the journey keeps getting better.
Go ahead with the Fix Sprint after your review and part of the review fee comes off it.
We look at your first 90 days from the customer's side and send back the three moments we would fix first.
Your onboarding mapped with your team and scored against the six BREME pillars, ending in a prioritised plan.
We build the top fixes into your tools: the playbooks, the triggers and the check-ins.
Monthly improvements and a quarterly review, so onboarding and renewals keep getting better.
Several teams and journeys? Experience Reviews, implementation and advisory are scoped to you.
Who BREME works with
A subscription cancellation in month three and a renewal that never got a conversation are not the same problem, even though the same six pillars find both. Every engagement is shaped around the journeys that actually carry revenue where you operate.
Acquisition costs keep rising while repeat purchase rate stays flat. The post-purchase journey is a shipping notification and then silence.
Explore →The diary is full and the treatment is good. Between visits, patients drift: plans stop halfway and recalls wait for a spare moment.
Explore →Members hear from you properly twice in their first year: the welcome and the renewal invoice. Everything that makes membership worth keeping happens in between.
Explore →Partners own the relationship and admin owns the paperwork. Between the engagement letter and the annual review, the client's year goes quiet.
Explore →You do the job well, then everything goes quiet. Quotes nobody follows up, and next year's service goes to whoever comes up first.
Explore →Training organisations and more. Pick your industry and see a customer's year the way your customers live it.
Explore →Guides
Thirty minutes, no charge and no deck. We will ask about your customer experience and where you think people are dropping away, and we will tell you honestly whether an Experience Review is worth doing. Sometimes the answer is that you already know the problem and you need a builder rather than a diagnostic, and we will say so.