For teams and organisations

Start with clarity. Build from there

Q: What happens on the first call?

Thirty minutes, no charge and no deck, covering the customer experience and where people are dropping away.

Q: What if BREME is not the right fit?

BREME will say so on the call and point you toward what would actually help instead.

Engagements are designed to meet an organisation at the point where it is stuck, whether that is seeing the whole customer experience, fixing one priority journey, implementing a roadmap, or building the capability to keep going.

Experience Review

Four to six weeks

Where does the customer experience break, and what should be fixed first? A structured review across one or two priority journeys, ending in a ninety day plan your leadership team has already agreed to.

Stakeholder interviews across leadership, delivery and front line
Current state journey mapping for one or two priority journeys
A BREME Scorecard across all six pillars, with evidence behind each score
A prioritised opportunity list, quick wins separated from structural work
A leadership readout and decision session

Journey & Communication Sprint

Four to eight weeks

You already know which journey is not working. We redesign that one journey and every communication around it, so customers understand what happens next and keep moving forward.

Current and future state maps for one chosen journey
A communication architecture: audience, trigger, channel, message, timing and owner
Three to five priority flows, drafted and ready to build
Automation logic, triggers and segmentation defined
A measurement plan and an implementation handover session

Experience Implementation

Three to six months

The roadmap becomes how the organisation actually works. We build the journeys, the communications and the CRM logic alongside your team, and leave the capability to keep the work running.

Process and service handover redesign
CRM segmentation, lifecycle stages and the data work behind them
Lifecycle communications built and live in your existing tools
Retention, referral and loyalty mechanics designed into the journey
Reporting for activation, retention and referrals
Playbooks, training and a ninety day optimisation plan

Advisory Partnership

Six to twelve months

Senior customer experience capability without a full time hire, keeping the priorities moving, measured and connected to the rest of the business.

A monthly session with your leadership team
Review of engagement, retention and journey performance
A quarterly roadmap refresh and re-prioritisation
Office hours for your marketing, CX and CRM people
One facilitated cross-functional workshop each quarter

What the work covers

More than the messages. The whole system behind them

An experience breaks where teams, process and communication meet, so that is where we work.

01Customer understandingInterviews, feedback and support data, so decisions start from what customers actually say and do.

02Journey mappingEvery touchpoint from first enquiry to renewal, mapped from the customer's side, with the moments that matter named.

03Service blueprintsThe people, process and systems behind each moment, so you can see where handoffs drop the ball.

04Process and workflowWho does what, what triggers what, and how a customer moves from one team to the next without falling through the gaps.

05Lifecycle communicationOnboarding, updates, reminders, renewals and win-back, designed as one conversation instead of separate campaigns.

06CRM and automation logicLifecycle stages, segments and triggers built in the tools you already run, with clear owners.

07Service recoveryWhat happens when something goes wrong, and how the cause gets fixed so it stops happening.

08Retention and referralThe reasons customers stay, come back and recommend you, built into the journey.

09Measurement and capabilityThe few measures that show each fix worked, and the playbooks and training that keep the work running.

Running a smaller, owner-run business? Done in 30 Days sets up the messages that matter most, without a full review.

Investment

Scoped to your organisation, quoted before anything starts

Every engagement is priced against the number of journeys, stakeholders and systems involved, so a fair quote depends on a short conversation first rather than a number on this page.

You will always see the full cost in writing before anything begins, with the scope that produced it, so there is nothing to negotiate after the fact.

Talk through your scope

Workshops

Sometimes a room and a whiteboard move things further than a report

Facilitated sessions that create alignment quickly. They stand on their own, and they are often how an organisation decides whether a larger engagement is worth doing.

See the Experience: align your leadership team on the journey customers actually have, and where the gaps sit. Three to four hours.

Map the Moment That Matters: map one journey end to end, find the failure points, and agree the next actions in the room. Half or full day.

Retention & Loyalty Lab: practical ways to improve retention, renewal, referrals and customer value. Full day.

Every workshop ends with a short written summary: what we heard, what matters most, and the recommended next step.

Tools and playbooks

The templates behind the method, coming soon

The journey mapping canvas, the six pillar scorecard and the customer communication playbook are being built from the working versions behind the method. If you would rather run the mapping yourself than have us facilitate, join the list and we will tell you when the first one is ready.

Tell me when the toolkit is ready

Before you enquire

Who an Experience Review is not for

Organisations under about fifteen people, where the whole customer experience already sits in two heads and a shared inbox.
Teams who already know exactly what is broken and need a builder rather than a diagnostic. We will say so on the call and point you somewhere useful.
Anyone hoping a review will settle an internal argument in their favour. The scorecard goes where the evidence goes.
Organisations without the authority or the appetite to change anything in the next six months.

Start a conversation

Questions

Frequently asked

How much does an engagement cost?
It depends on how many journeys, stakeholders and systems are in scope, so pricing is confirmed after an initial conversation rather than published here. You will always see the full number in writing before anything starts.

How long does an Experience Review take?
Typically four to six weeks from kickoff to the leadership readout, depending on scope.

Do you work with organisations outside Brisbane?
BREME is based in Brisbane and works with organisations across Australia, with engagements able to run remotely where that suits your team.

What happens on the first call?
Thirty minutes, no charge and no deck. We ask about your customer experience and where you think people are dropping away, and tell you honestly whether an Experience Review is the right next step.

What if BREME is not the right fit?
We will say so on the call, and point you toward what would actually help instead.