Who We Are

There’s a reason 85% of our revenue comes from repeat and referred customers. They trust us. We are a research and data analytics firm that drives sustainable results by strengthening customer relationships. And we do that by finding data, mining it, and transforming it to answer compelling questions about what factors affect success. We help clients use that knowledge to guide behavior and further engage employees in building a customer-centric environment.

Driving Sustainable Results by Improving Relationships

ORI has a passion for customer engagement, because strong customer relationships are a strategic differentiator that keeps competitors at bay. Customers, to us, are both external and internal: external customers interact with end products or services, while internal customers are employees whose everyday actions and interactions strengthen or diminish your organization’s relationships. How does our passion translate into our work with clients? In three ways:

  • Data collection: Do you have the data you need, and is it readily accessible to you and your leadership team in order to make evidence-based decisions?
  • Analysis: When you have the right information, do you also have the time and the resources needed to translate that data into analysis that will answer your critical questions?
  • Accelerating change: In moving from “good” to “great,” do you know which shifts in team behaviors would strengthen customer relationships and drive growth as a result? Does your team readily embrace change and, if they do, is that change happening fast enough?

By offering quick and efficient data collection, agile research and analysis, and high-value team support and development, ORI translates data into decisions and decisions into stronger customer engagement. In our customer experience practice, we recognize that any one of these activities can help connect government, commercial, association, and not-for-profit clients with key audiences. Clients are able to make informed decisions when they truly understand their customers, and ORI works directly with teams to strengthen relationships that drive results.

Our Story

ORI started as Office Remedies, Inc. in the late 1980s with our co-founders, Kathleen Benson and Susan Lynd, doing data entry at Kathy’s kitchen table. Over the next few years, Kathy and Sue created a network of talent to tap into—initially hiring stay-at-home moms to create a flexible workforce and then establishing business alliances and strategic partnerships to add important skills and technologies and to gain experience in larger commercial and government contracts. ORI’s growth is based on successful collaboration and relentless innovation, always seeking to offer clients additional value through enhanced services and resources.

Today, ORI has more than 400 employees in seven offices but still retains the personal touch that has set it apart for decades. ORI brings clients the discipline, rigor, and multi-sector expertise of a large management consulting firm while preserving the attitude that every customer matters, every engagement counts, and everyone deserves our best efforts. We are proud to be a certified women-owned small business (WOSB).

Awards

·         2017, 2016, 2015, 2013, 2012, 2011, 2010, 2009 — Inc. 5000 List of America’s Fastest-Growing Companies
·         2017, 2016, 2011 — WPO & American Express List of 50 Fastest-Growing Women-Owned/Led Companies™
·         2010 — Enterprising Women Magazine, Finalist
·         2008 — Working Mother Magazine’s 25 Best Woman-Owned Businesses List
·         2008 — SmartCEO Magazine’s Brava! Women Business Achievement Award
·         2007 — Maryland’s Top 100 Minority Business Enterprise Award

Certifications

GSA Schedule Contract Holder

SWAM

WBENC Logo - Certified Women's Business Enterprise

Women Owned Logo

Leadership Team

Kathy Benson, CEO & Co-Founder, ORI
CEO & Co-Founder
Sue Lynd, President & Co-Founder, ORI
President & Co-Founder
Lesley Boucher, Vice President, Consulting & Customer Experience, ORI
Vice President, Consulting & Customer Experience
Carla Trexler, Project Manager, Data Collection, ORI
Project Manager, Data Collection
Jeanne Eek, Program Director, ORI
Program Director
Myriam Benlamlih, Director of Research, ORI
Director of Research
HR Manager
Melinda Holler, Marketing & Communications Manager, ORI
Marketing & Communications Manager

Partners

Women’s Business Enterprise National Council

American Association for Public Opinion Research

American Society of Association Executives

Project Management Institute

Greater Washington Board of Trade Logo

George Washington University Graduate School of Political Management

Peer-to-peer membership organization for CEOs

Reston Chamber of Commerce

Customer Experience Professionals Association

National Association of Women Business Owners