I love a compelling story. So much so, I majored in English as an undergraduate…and I’m also a member of two book clubs.
When I went back to school for my master’s in business, I realized that these professors cared about stories just as much as my English professors did – they just called it by another name: the customer journey. Traditionally, marketing experts depicted the customer journey in a linear framework, from awareness to advocacy.
In the early 2000s, McKinsey & Co....