Our guest today is Ravi Rao, a McKinsey alum and neuroscientist who is the author of Emotional Business. Ravi has led sessions at several professional development events for consultants that I’ve organized, and he always gets fantastic reviews. Ravi was my guest on the second episode of this show, and it remains one of the most downloaded episodes, so if you like this episode, go back and check out Episode 2. In this episode, we talk about one really creative framework that Ravi has developed that helps you think about customer experience in a new way. I used this framework on one of my own projects right after I learned about it from Ravi, and the client loved it. I was really pleased that Ravi agreed to come back on the show to walk us through it. Check out the show notes for a link to download the framework. Please do use the framework, and please do include a source line that credits the book Emotional Business by Ravi Rao.