Work with BREME
Start with clarity. Build from there.
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
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
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
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
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
How an engagement is scoped
Scoped to your organisation. Quoted in full before anything starts.
No two customer experiences break in the same place, so no two engagements are the same size. Scope is set by how many journeys, stakeholders and systems are involved, and by how far you want the work to go. You get one number, in writing, before anything begins, and that number is the number on the invoice.
Work out what a one point improvement in repeat purchase rate is worth to your business over a quarter. In most cases that single point covers the engagement, and if it does not, we are not the right spend and we will say so.
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
Map the Moment That Matters
Retention & Loyalty Lab
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 versions already used in client work. 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.
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.