RouteThis ebook: When Customer Experience Breaks Down

When I was at RouteThis, I created this ebook as one of our quarterly anchor pieces. I got the idea for it after having several conversations with the Customer Success team who shared the frustrations our clients were having with high attrition.

Using these insights along with proprietary research, I wrote and oversaw the creative execution for this piece. My goal was to create content that offered true value and insights for the target audience.

First, I provided an explanation of each breakdown event throughout the customer journey. Then, I detailed the potential business impacts of each breakdown, followed by practical solutions as to how these breakdowns could be eliminated and friction could be reduced for the customer.

This ebook was a strong performer with a 22.73% conversion rate.