»On the journey to create ‘customers for life’, nothing is more endearing than exceptional service experiences. In ‘Market Leader Through Service Excellence’, Dr. Gouthier provides both the inspiration and playbook to help leaders convert service excellence from worthy aspiration into operational reality.«
Wayne Simmons, Customer Experience Leader at Bayer Pharmaceuticals, and member
of the Customer Experience Professionals Association (CXPA) board of directors

»Matthias Gouthier describes in this book the new global service excellence standard with many business examples that inspire readers to start or continue their service excellence journey. A must-read work for every top-service professional.«
Dr. Jean-Pierre Thomassen, Chairman, Dutch Service Excellence Foundation

»A very nice treatment of topical, yet still somewhat unstructured domain of service excellence.
I found the detailed coverage of key aspects particularly useful.«

Tuulia Timonen, Head of PSC Service Excellence, Posti Group

»I loved reading ‘Market Leader Through Service Excellence!’ It is packed with great ideas and practical advice, and I wholeheartedly recommend it to anyone who wants to embark on a journey towards service excellence!«
Professor Jochen Wirtz, Vice Dean MBA Programmes, National University of Singapore