Good CX Limited
Elizabeth (Liz) Pinfold Reed
My point of difference
Every growing business hits a crossroads where the old way of doing things stops working and the new way isn't clear yet. It's a confusing place to stand. You can feel that something has to change, but moving a whole team off what they know and onto a new idea is uncomfortable, slow, and easy to get wrong. Left alone it starts to feel overwhelming, like a knot you can't find the end of. That's the point where Good CX is most useful. We consult right at the confusion, and help untangle it. What makes us different is a rare mix of two things that usually live in separate people. On one side, data: a long career in predictive analytics, the rigorous end of knowing what's really going on. On the other, story: the ability to take that evidence and wrap it around a single insight a whole team can understand and move on together. Most strategists are strong at one and borrow the other. Sitting at the intersection means nothing gets lost between the numbers and the narrative, and someone can finally see the big picture while everyone else is deep in their part of it. Underneath it all is a grounding in how people adapt, because change only sticks when people feel safe enough to move. That's as true of your customers as your team. Insight before tactics. The big picture before the detail. A clear way forward where there was a knot.
About
Good CX is an Auckland insights-led advisory for scaling New Zealand businesses. The name says it plainly. CX is customer experience, every interaction a person has with your business and how it leaves them feeling. Good CX is knowing what good actually looks like for the people you serve, then building the business to deliver it. We work upstream of the doing, with founders and leaders who can sense something is off but can't yet name it. Two lenses guide the work, your customers' and your team's, because the friction between what customers experience and what your people experience is where growth quietly leaks away. Led by Liz Pinfold-Reed, with twenty years at global creative and transformation agencies across London, Singapore and China. We bring AI and solid data planning as rigour, not hype. First conversation free, no pitch.
Products and services
CX and customer insight strategy Customer and team research and discovery Employee experience and change management AI leadership and planning Export and overseas market readiness Leadership and strategic planning Brand and value proposition work Innovation and design facilitation
Why I am a member
Connecting with a range of businesses keeps my perspective broad. Every brand has a story, and hearing how members refine theirs over time brings fresh insight. We work mostly on a project basis, so a regular catch-up with women in the community is a great way to hear new trends and what is on the horizon.
An offer for you
For every referral you send, you'll receive a 90-minute advisory session to work through a current business challenge you need help with.
Testimonials
"We’ve always been passionate about our solution, Liz 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 Vichlich, Valocity Global "Liz and Stuart have worked tirelessly replacing my tired Website with many new features including smart new branding and a portfolio showcase of my spatial design work. A super intro to 2024." Jennie Dunlop, Dunlop Design "Good CX made it easy to completely transform our brand online. One of the best aspects of this process has been the way Liz has managed so many different strands. She’s worked with our team, our clients, with local graphic designers, her own team of offshore web designers, SEO experts and photographers. It would have been impossible for my team to do what she’s done – her work has allowed us to focus on what we do best." Geoff Hamilton, SME Financial “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.” Lucy Hall, Highbrook Medical "Our business needs were unique and GoodCX were able to provide a customised service addressing those specific needs. Elizabeth is well informed, thoughful and thorough with her work." Kelly Norris, Trakk Assets