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What do executives love best about customer delight? The fact that it is highly contagious. Just ask David Vélez, CEO of Brazil’s Nubank, the world’s largest independent digital bank. Nubank gains more than 40,000 customers each day, 80 percent of them through referrals from existing customers.
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Felix Oberholzer-Gee (Better, Simpler Strategy: A Value-Based Guide to Exceptional Performance)