Faculty & Research

Thomas Lacki

Adjunct Faculty : Marketing Department
 
Academic Background

B.A., psychology, Carleton College 
Ph.D., psychology, University of Minnesota

 Specialties

  • Relationship marketing
  • Research methods
  • Cognitive psychology

 

Career Highlights

  • Chief Manager, Marketing Calculus (2013 - present)
  • Director, Peppers & Rogers Group (2009 - 2012)
  • Senior director, Carlson Marketing (1993-2008)
 
 
Major Works
  • "Creating a Healthy Level of Trust," Customer Strategist 4:1 (2012): 34-39. 
  • "Creating Customer Experiences That Create Trust," Customer Strategist 4:1 (2012): 25-33.
  • "Customer Engagement in Insurance: An Imperative for Achieving Organic Growth," white paper, Peppers & Rogers Group (2013).
  • "Excelling Through Excellent Customer Experiences," Customer Strategist 2:4 (2010): 46-50.
  • "Get in Touch With Your Customers' Emotions," Customer Strategist 3:1 (2011): 42-46.
  • "Return on Trust," Customer Strategist 4:1 (2012): 45-48.
  • "Customer Experience Excellence," Customer Strategist 2:3 (2010): 36-39.
  • "Customer Experience in Retail Banking: Understanding the Drivers of Growth," white paper, Efma and Peppers & Rogers Group, (2010).
  • "Capitalizing on Customer Feedback: Creating Measurable Value from Voice-of-the-Customer Programs," white paper, Allegiance and Peppers & Rogers Group, (2010).
  • "Marketing Decision Making in 2010," Customer Strategist 1:2 (2010): 45-48.
  • "Happy Employees, Healthy Business," Customer Strategist 1:2 (2009): 38-43.
  • "The Value of Individual Customers," Customer Strategist, 1:1 (2009): 37-43.
  • "Connecting with Wireless Customers: The Relationship Opportunity," white paper, Carlson Marketing and Peppers & Rogers Group, 2009.
  • "Seven Ways to Out-Service the Competition: Exiting the Recession a Leader," white paper, RightNow and Peppers & Rogers Group, 2009.
  • "Automating the Marketing Value Chain," white paper, Aprimo and Peppers & Rogers Group, 2009.
  • "Circumstances and Customers Have Changed: Has Your Loyalty Program Kept Pace?" white paper, Oracle and Peppers & Rogers Group, 2009.
  • "Delivering Service in The Cloud: How to Compete and Win with Today’s Connected Customers," white paper, Salesforce.com and Peppers & Rogers Group, 2009.
  • "Customer Experience Maturity Monitor: The State of Customer Experience Capabilities and Competencies," white paper, SAS and Peppers & Rogers Group, 2008.
  • "Achieving the Promise of CRM," Interactive Marketing 4:4 (2003): 355-375.

 

Presentation Highlights

  • "Building Long-Term Relationships." Paper presented at the SAS Customer Intelligence Academy, Dublin, Ireland, April 29, 2010.
  • "How Mature is Your Customer Experience?"  Paper presented at the Motivation Show, Chicago, Illinois, September 29, 2009.
  • "Royal Loyals." Paper presented at Connections '09: Success by Design, Indianapolis, Indiana, October 14, 2009.
 
 
Professional Affiliation Highlights
  • American Psychological Association
  • Journal of Direct, Data and Digital Marketing Practice (editorial board member)