Jean-Pierre Thomassen is an accomplished author, pragmatic organization advisor, corporate trainer, coach, and researcher, with over three decades of experience helping companies develop an outside-in approach to improve customer satisfaction and retention. He has authored 14 books on customer-centricity, and his services include developing strategies for customer vision, shaping customer journeys, enhancing employee customer relationship skills, conducting customer interviews and focus groups, and developing service guarantees. Thomassen is a keynote speaker, a kerndocent, and a former chair at Stichting Service Excellence. He is the owner of the LinkedIn group Service Excellence and is affiliated with the University of Groningen, Business School Nederland, and Beeckestijn Business School.