breme.

The BREME Method

A vague feeling that something is off, turned into a score out of thirty

Six pillars, five points each. Every journey gets a score, every score carries evidence, and every gap lands in a ranked plan.

Most experience reviews produce opinions. The scorecard produces an argument nobody in the room can wave away.

Each pillar is scored from one to five for every journey in scope, and each score is written against evidence: what a stakeholder said, what the data showed, what actually happened when we followed a customer through the process.

A score of thirty is theoretical. In practice most organisations land somewhere between fourteen and twenty two, and the interesting part is never the total. The interesting part is which two pillars are dragging, because those two explain most of what leadership has been arguing about for years.

The six pillars

Score your own journey. One to five, six times

Answer each pillar's question honestly for the journey that worries you most. One means it rarely holds, five means it holds every time.

  1. Clarity

    Can a customer explain what you do in their own words, and do three people inside your organisation give the same answer?

  2. Consistency

    Does the experience change depending on which person picks up the file, and would anyone notice if it did?

  3. Ease

    How many steps sit between someone saying yes and the work actually starting, and how many of those steps are the customer's to do?

  4. Connection

    Do your communications reflect what this customer has actually done with you, or only which segment they landed in?

  5. Follow Through

    Is what was promised at the point of sale visibly tracked, and does anyone close the loop when a promise slips?

  6. Momentum

    Where in the relationship do customers quietly stop moving, and does anybody see that moment while there is still time to act?

How the method is applied

The BREME engagement is structured and deliberate

Six steps from where you are now to a plan your team is already behind.

  1. 01Discover
  2. 02Map
  3. 03Analyse
  4. 04Prioritise
  5. 05Roadmap
  6. 06Present
  1. 01 / 06

    Discover

    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

  2. 02 / 06

    Map

    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

  3. 03 / 06

    Analyse

    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

  4. 04 / 06

    Prioritise

    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

  5. 05 / 06

    Roadmap

    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

  6. 06 / 06

    Present

    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

Curious what your score would be?

The first conversation covers the two or three pillars most likely to be dragging, based on what you already know about your own organisation.

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