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February 2011
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TD Magazine

Customer Loyalty Pays Off

The following story was shared by Ferguson Enterprises, the largest plumbing wholesale distributor in North America.

Client: Ferguson Enterprises, a diverse wholesale distributor in North America.

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Problem: Ferguson determined to increase its sales and profits through a customer loyalty initiative.

Cause: In search of an effective way to increase revenue, Ferguson's president and CEO read a book that made a business case for customer loyalty—claiming that return clients who proactively

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