Listening to your customers is not just about understanding how you can improve, it should also be about recognising when you do good. Especially if you are a people business, do you have a mechanism for enabling your customers to thank a member of your staff for outstanding service?
In your IVR do you have an option at the end of the call to let the customer give positive feedback on the representative who handled the call?
How about on your website? Do you have a form like British Airways does to enable a customer to simply “thank a staff member“? And if you do, do you have the process to ensure that the staff member will learn of the feedback, that it will feature in their review process and will be recognised for being what your brand should be all about, delighting your customers?