How working with a celebrity Giraffe helped launch a professional career in Customer Experience

Hi, I’m Rachael!

I’m the founder of Kraft Consulting, and have over a decade of experience helping businesses like yours Kraft the best experiences possible for their customers.

After earning my Master of Science in Industrial Organizational Psychology in the UK, I moved to sunny Malibu, California, where I worked alongside a movie star giraffe named Stanley, ensuring celebrities like Will Smith, Kylie Jenner, and more had the ultimate Malibu Wine Safari Experience.

This unique role taught me what can make a customer experience truly unforgettable. And while having a glass of wine with a giraffe is hard to forget, I began offering consulting services to private clients that captured and distilled the psychology of this memorable experience.

During my career, I’ve worked as the Sr. Director of Customer Experience at a number of high-profile companies, all while managing enterprise client relationships with Fortune 500 companies (including e-commerce giants like Amazon, FedEx, UPS, and more).

Now, I work with businesses both large and small to optimize their customer experience, acquisition, satisfaction, and retention to ultimately improve your bottom line.

My mission is to help make the world a happier place, one customer at a time.

Key Partners

  • Ashley Kochans

    SEO, CRO & TRAFFIC ANALYTICS SPECIALIST

    Ashley is the founder behind Digital Marketing for Change and a valued partner of Kraft consulting. Ashley is a digital marketer, yoga instructor, and entrepreneur. Both in yoga and Search Engine Optimization, she hopes to explain complicated things accessibly and authentically, so that her whole audience is along for the ride. When she's not maximizing organic traffic, she's cooking organic meals or traveling.

  • Nathan Hassall

    EXPERT WRITER & EDITOR

    Nathan Hassall has recently been named the Poet Laureate of Malibu, so needless to say, words are his specialty. He is a seasoned, fastidious, detail-obsessed writer and editor with over 10 years of experience. Through his work, he has helped bring various books and articles to life, working with clients in poetry, psychology, self-help, business, memoirs, and more. He also happens to be Rachael’s husband!

  • Jenny Pellegrini

    BUSINESS GROWTH EXPERT, MARKETING CONSULTANT

    Jenny is a seasoned marketing expert with over a decade of experience. Her proven track record includes launching 50+ startups to multi-million dollar success and consulting for top brands like Samsung, AMC Networks, Lego, and Under Armour. As an outsourced CMO, she partners with businesses to identify growth goals and deliver results.

  • Leah Hamilton

    SOFTWARE ENGINEER, & WEB DEVELOPER

    Leah is an experienced full-stack JavaScript developer, who has helped numerous brands optimize their UX/UI design through robust custom CSS, custom liquid coding, and building fully capable E-Commerce storefronts. She has an innate love of problem-solving and a sense of adventure. When she’s not optimizing the UI for your website, you can find her out surfing.

What People Are Saying

  • Andy C., Aftersales Leader at Hyundai

    “

    Rachael is a tactful professional that listens, asks great questions, leads her team through the project and follows up every time. Rachael amassed an intuitive library of processes and best practices for her team, and the organization, to follow with the goal of consistent, delightful customer experiences.

    ”

  • Kyle G., eMobility Leader

    “

    I always left meetings and group engagements with Rachael feeling positive about the work we were doing. Her impressive operational skills are complemented by her high emotional IQ and ability to build meaningful relationships with her leadership peers.

    ”

  • Chris M., Digital Product Director at Xos Trucks

    “

    Rachael is without a doubt one of the most optimistic, solution focus, and driven professionals I have had the opportunity to work with.

    ”

  • Jessica S., VP of Aftersales at Xos Trucks

    “

    One of Rachael’s greatest strengths is her organizational prowess, and her ability to optimize internal and customer-facing processes significantly boosted satisfaction and retention.

    ”

Awards & Recognitions

    • Masters of Science in Industrial Organizational Psychology from the University of Kent in England

    • Bachelor of Arts in Intensive Psychology with honors from UCSC

    • National Institute of Health Certification in "Protecting Human Research Participants”

    • Have held two director-level positions in start-ups managing 24/7 customer service and content-related teams while driving strategic optimizations from end to end

    • Promoted to Senior Director of CX at leading fleet EV OEM

    • Promoted to CX Director at an Amazon-Data SEO Company specializing in shopper search terms within 5 months of employment

    • Promoted to Head of Communications within 3 months at In-Home Health Compan

    • 100% employee retention on each team managed to date across 3 different start-ups

    • Designed and created first 24/7 CS team and support plan for fleet customers from the ground up

    • Personally managed client relationships with Fortune 500 businesses such as Amazon, UPS, Fedex, and others.

    • KPI Performance and service measurement for executive visibility.

    • Masters Dissertation on Work Intrinsic and Extrinsic Motivation (WEIMs) scale, and the power of organizational identity and self-efficacy on women re-entering the workforce

    • Masters Dissertation on Creative Art therapies and their affects on self-efficacy.

    • Studied Human-Computer Interaction at the University of California, Santa Cruz

    • Managed over 180 participants, screening for warning signs (e.g. mental health issues, etc.,) as well as analyzing levels of self-efficacy, motivation, locus of control, and mindfulness.

    • UX Auditing

    • CX Auditing

    • E-Course design

    • Customer Experience Omnichannel Support Strategy

    • Data Visualization & Analysis

    • Qualitative & Quantitative Data Analysis

    • Thematic Coding

    • Video editing

    • Voice of the Customer Analysis and Survey Building: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort (CES)

    • Field Studies

    • Search Engine Optimization (SEO) for Amazon, Google, Etsy, and Youtube

    • and more!

Let’s chat.

Contact me today to set up a call with no obligations.