CASE STUDY HOW TO DRIVE LOYALTY (IN A MOSTLY WALK-IN BUSINESS) 2 LIBBY ANDREWS, Marketing Director at Pho, said: “Stephen and Juliette Wall opened the first little Pho in Clerkenwell in 2005. Now, we have 27 restaurants across the UK. As we grow the business, it becomes more and more of a challenge to communicate with our customers directly and ensure that we are consistently delivering the best customer experience. But with the use of technology – particularly Feed It Back – we’ve found a way to improve and track our customer communications across the board. “Before choosing Feed It Back, we reviewed a range of systems that allowed us to track feedback and NPS scores. This insight allows you to benchmark your offer, so you can truly understand how your customers are

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