Good CX is a customer experience consultancy in Auckland, New Zealand, working across both customer and employee experience. We pair highly creative, transformative thinking with real tenure in data blueprinting. Most firms offer one or the other, and neither alone moves people. What you get is ideation that engages customers and employees because it meets them where they are.
Human insights that drive people, profit and purpose
Big ideas are easy. Ones that hold up, less so.
The signal is already in the building
The exchange runs both ways
Understanding before plans
Real connection comes from understanding, not messaging. We find what your customers actually need, then help you meet it.
Find the unmet need
The insight you are missing rarely sits in the market. More often it is with the people who serve your customers each day.
Understanding that compounds
Understanding you get to keep, so it shapes the next decision and the one after, long after we have gone.
Start with the real problem
If you suspect the real issue sits deeper than the last thing you were sold, you're probably right. That is where we start.
Where's the pressure right now?
Scaling, succession, an export push?
Maybe you are weighing a new idea or ready to prototype AI. Perhaps customers, or your own people, have gone quiet. The question underneath is usually the same one, and it is rarely the one on the brief.
Our experience comes from leading strategy and insight for some of the world’s biggest brands. Think Dove, Fonterra and GM Europe. Now that thinking is pointed at businesses where one good decision moves the needle.
Get started with New Zealand’s independent CX and EX advisory today.
Customer and employee experience, handled as one system
These are the places we go deep. Each one starts with the same question: who is this really for, and what do they need? Each links back to the same value exchange.
Questions we get asked
What is Good CX?
Good CX is a customer experience consultancy in Auckland, New Zealand, working across both customer and employee experience. We pair creative, transformative thinking with real tenure in data blueprinting. Most firms offer one or the other. Our behavioural insight is grounded in empirical evidence and in frameworks of our own, not opinion or borrowed slides.[/nectar_responsive_text]
Who do you work with?
Founders and senior leadership teams at a tipping point. Scaling, succession, an export push, a repositioning. Usually established businesses that grew on instinct and a strong product, and have reached the point where instinct alone will not carry the next stage.[/nectar_responsive_text]
How is Good CX different?
We will not hand you a solution before we understand the problem. We are a small, senior team, so you get the people who did the thinking, not a production line. Two decades with some of the world’s biggest brands, now pointed at businesses where one good decision moves the needle.[/nectar_responsive_text]
What methods do you use?
Four of our own. DISTIL is the insight-first flywheel that stops you starting at tactics. The OPEN Method opens a problem up before anyone rushes to close it. Innovation Labs build the conditions for teams to think differently together. AFAR measures trust, not just activity.[/nectar_responsive_text]
Do you work on employee experience as well as customer experience?
Yes, and we treat them as one system rather than two departments. Underneath both sits the same value exchange. When that exchange is fair both ways, retention, referral and pricing power follow. When it is not, no amount of activity papers over it.[/nectar_responsive_text]
Where are you based, and do you work outside Auckland?
We are based in Auckland and work with businesses across New Zealand, including those heading into export markets. Most engagements mix in-person sessions with remote work, so location rarely gets in the way.[/nectar_responsive_text]
How does working with Good CX start?
With a conversation, not a pitch. We ask what no one has asked, and tell you honestly whether there is a gap worth closing. If there is not, we will say so. Start with a conversation.[/nectar_responsive_text]
Real stories of growth and productivity
“Valocity have always been passionate about our solution. Liz Pinfold Reed was able to bring us together and pull the emotive insights out from within us. Rather than telling us about our brand, she facilitated having everyone involved because she didn’t arrive here trying to tell us about our own business. It’s your ideas she’s bringing to life, which brought a level of authenticity to us that was crucial.”
Carmen Vicelich
CEO, Valocity Global
“We had some thinking from 2019 about the Highbrook Medical planned offering. The beauty of working with Liz was that she was able to pick up the work that had been done and bring it into a late-2021 global view. She found the evidence we needed to provide currency and recency, repositioning the brand in a Covid-affected world. We’re now more informed about how to be competitive. I can now produce data showing our impact—that’s hugely powerful when you need approval for a new project.”
Lucy Hall
Highbrook Medical
“I have gone through the deck in detail… I love what you have done, and this has a) widened Calocurb’s positioning and b) given great direction for future direction.”
Sarah Kennedy
Calocurb
“Liz was amazing to work with and I learned so much about myself, the business I’m in, and my clients/customers as we went through Liz’s processes. Honestly, I can’t speak highly enough about how much Liz ‘gets it’. It didn’t take her long to figure out exactly what I needed and help me come up with a plan to help me realise it myself! I was blown away by the quality of the work I got done with Liz in the time we had to get things done. If you are looking for someone who can help you truly understand your business and develop your own understanding about what you are offering to your clients….. and build your brand with that focus, then you need to get in touch with Good CX.”
Scott Chamberlain
Connect Legal
“Liz and Stuart from Good CX have worked tirelessly restructuring and replacing my tired old website with many new features including smart new branding. A super intro to 2024.”
Jennie Dunlop
Dunlop Design
“Working with Liz to unearth our business’ essence and what makes us unique has been a healing journey. After more than 20 years, it was difficult not to feel scarred and vulnerable. Until Liz helped me see Wall Treats in a different light. The pride I now have in our business has never been stronger. Even transcending the industry awards we have won.”
Ashley Wong
Wall Treats
“Good CX led a well-planned, well-structured and highly informative workshop on developing our Brand. Liz’s highly personable manner meant that we really felt like she was part of our team. The outputs have led to a differentiated brand offering that we love and will lead to more business for us. Thank you Liz!”
Rebecca Brook
Rise | Growth Advisers
“Good CX helped us unpack our ‘why’. All our team members were on the same page, but we’d never formally settled on our ‘why’ and done that kind of brainstorming session. It was a great experience – Liz is lovely. Really easy to work with, patient and understanding. She has a very gentle nature so it was easy for us to open up – we had honest discussions and authentic conversations across the team.”
Amber Taylor
ARA Journeys
“Good CX helped us unpack our ‘why’. All our team members were on the same page, but we’d never formally settled on our ‘why’ and done that kind of brainstorming session. It was a great experience – Liz is lovely. Really easy to work with, patient and understanding. She has a very gentle nature so it was easy for us to open up – we had honest discussions and authentic conversations across the team.”
Amber Taylor
ARA Journeys
“We had a great experience with Good CX, helping us with branding and our website update. Liz is a wealth of knowledge and was able to helped us with our positioning and SEO. We have no hesitation in recommending her to others for coaching or for assistance with content or company branding.”
Kelly Norris
Lead Engineer, Trakk Asset Management
