BREME

Customer Experience Strategy

You already know your customer experience is costing you. You cannot see where.

We map the journey your customers actually take, find what is holding growth back, and build a clear plan for closing the gaps.

Start a conversation Explore the BREME Method

Thirty minutes, no charge, no deck.

The Problem

This is not a marketing audit. The work is a system review.

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.

The BREME Method

Six pillars. Every customer experience holds or breaks on these.

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.

See how the scoring works

How it works

The BREME engagement is structured and deliberate.

Work with BREME

Start with clarity. Build from there.

Not sure where the problem is?
Already know which journey is broken?

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.

See what each engagement includes

Who BREME works with

The method holds. The work is built around your industry.

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.

Start with a conversation, not a proposal.

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.

Start a conversation

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

What each pillar is actually asking.

How the method is applied

The BREME engagement is structured and deliberate.

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.

Start a conversation

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.

What an Experience Review costs

Three scopes. Priced before you ask.

Every engagement is quoted in full before anything starts, and the number below is the number on the invoice. Scope is set by how many journeys, stakeholders and systems are involved. All prices exclude GST, with fifty per cent on commencement and fifty per cent on presentation.

Focused
One journey, up to six interviews, the scorecard and the ninety day plan.
A$12,000
Standard
Two journeys, up to ten interviews, plus a facilitated mapping workshop with your team. The scope most organisations choose.
A$18,000
Full
Two journeys, retention and referral mechanic design, and a board level presentation.
A$25,000

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
Align your leadership team on the journey customers actually have, and where the gaps sit. Three to four hours.
from A$4,500
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.
from A$5,500
Retention & Loyalty Lab
Practical ways to improve retention, renewal, referrals and customer value. Full day.
from A$7,500

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.

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

Sectors

Three industries. Work built for each one.

The six pillars stay the same. What changes is which journeys we map, which moments matter, and what a quick win actually looks like once we find one.

Who BREME works with

Is BREME a fit

Four conditions that mean this work will pay for itself.

    If three or four of those describe your organisation, an Experience Review will find something worth acting on. If none of them do, we will say so on the call.

    Start a conversation

    Start a conversation

    Experience Review from A$12,000, Journey Sprint from A$15,000. Thirty minutes to work out which one you actually need.

    If this sounds familiar

      The six pillars here

      What each pillar looks like in this world.

      Who this is for

      The organisations this work suits.

      Start a conversation

      About

      We are BREME, and we map what actually happens.

      A customer experience practice based in Brisbane, working with organisations across Australia.

      A decade of work inside marketing teams, agencies and national programs, and the same pattern shows up everywhere.

      Organisations are rarely short of ideas, and they are almost never short of tools. What they are short of is a shared, honest picture of what a customer actually goes through, from the first time somebody hears the name through to the moment they either renew or quietly stop replying.

      Our work runs across customer experience strategy, journey and process mapping, lifecycle communications, CRM design, and the facilitation that gets a leadership team to agree on what they are looking at. We treat human centred design as a working practice rather than a workshop theme, and we care a great deal about leaving teams with something they can keep using afterwards.

      [Bree, this paragraph is yours to write. Two or three sentences on why you started BREME and what you care about, in your own words, will do more here than anything drafted for you.]

      If any of this sounds like your organisation, say so.

      Thirty minutes, no charge and no deck. Worst case you leave with two or three things worth looking at on your own.

      Start a conversation

      Start a conversation

      Thirty minutes, no charge and no deck.

      Tell us a little about your organisation and where you think customers are dropping away. If an Experience Review is not the right next step, we will say so on the call.

      Or email hello@breme.com.au. Replies usually come back within one business day.

      That did not send.

      Something went wrong at our end rather than yours. Please email hello@breme.com.au and we will pick the conversation up there.

      Thank you, that has come through.

      We will read what you have written properly and come back within one business day with a couple of times for a conversation.