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 every day actions and interactions strengthen or diminish the relationships your organization has. How does our passion translate into our work with clients? In one of 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, 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.

Awards

·         2017, 2016, 2011 — WPO & American Express List of 50 Fastest-Growing Women-Owned/Led Companies™
·         2016, 2015, 2013, 2012, 2011, 2010, 2009 — Inc. 5000 List of America’s Fastest-Growing 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

 

SWAM

 

Leadership Team

kathy benson
CEO and Co-Founder
sue lynd
President and Co-Founder
Lesley Boucher
Vice President, Consulting and Customer Experience
carla trexler
Project Manager, Data Collection
jeanne eek
Program Director
HR Manager

Partners

Women’s Business Enterprise National Council

American Association for Public Opinion Research

George Washington University Graduate School of Political Management

American Society of Association Executives

Project Management Institute

 

Small and Emerging Contractors Advisory Forum

Association Trends

Greater Washington Board of Trade Logo

Peer-to-peer membership organization for CEOs

National Association of Women Business Owners

Reston Chamber of Commerce

Customer Experience Professionals Association

Northern Virginia Chamber of Commerce