Your Customers Make Decisions Emotionally: How Emotional Data & Analytics Improve Customer Experience
By Jay Yeo, Consultant, ORI It is no great revelation to say that emotion impacts... Read More
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What Is Systematic Listening?
How to Apply a Systematic Approach to the Voice of the Customer By Jay Yeo,... Read More
High Stakes: The Benefits & Challenges of Translating Data into Insight
By Jay Yeo, Consultant, ORI We all know that exceptional customer experience (CX) hinges on... Read More
Survey Results: Taking the Pulse of Associations Navigating COVID-19 & Event Cancellations
Download the full report on how coronavirus has impacted member organizations plus lessons learned—presented by... Read More
Webinar Recording | Human CX: Boost Response Rates & Increase CX Impact
Video: Generate Positive CX Impact by Humanizing Your Customer Experience Programs Watch the on-demand recording... Read More
Robert Pick Appointed Vice President of ORI’s Public Sector Practice
IT and management consulting leader experienced in serving federal, civilian, and defense markets joins D.C.-area... Read More
ORI, Association Analytics Announce Partnership to Deliver Data-Driven Insights to Association Clients
Two D.C.-area leaders in data analytics announce collaboration designed to arm associations with data-driven insights... Read More
ORI Exhibiting at 2019 ASAE Annual Meeting August 10-13 in Columbus, OH
Are you looking for new ways to boost member retention and drive revenue? The 2019... Read More
Unstructured Data Mining: Are You Leaving 80% of All Customer Data Untouched?
By Kathy Benson, CEO & Co-Founder, ORI What if your customers are already telling you... Read More
Everything Data: The Evolution of Data-Driven Decision Making
By Jay Yeo, Data Analyst, ORI Working with data is never done. Utilizing data to... Read More
Survey Design in the Age of Technology & Text Analytics
Download ORI’s latest white paper exploring the intersection of emerging technology and proven survey design... Read More
Mining Structured & Unstructured Data to Strengthen Customer Experience
How pairing ALL data sources for text analytics can reveal WHERE to focus, WHY to... Read More
ORI to Demo Text Analytics Offering at 2018 ASAE Technology Conference & Expo December 4-5
Revolution & Evolution. The theme for the 2018 American Society of Association Executives (ASAE) Technology... Read More
What’s Hiding in Your Unstructured Data?
Why it’s time to explore the untapped insights waiting to be discovered in your unstructured... Read More
Knowing Where You Stand: Data Benchmarking & the Importance of Understanding the Status of Your Data
By Jay Yeo, Data Analyst, ORI With growing recognition for the importance of data analytics... Read More
ORI Exhibiting at 2018 ASAE Annual Meeting August 18-21 in Chicago
Your Members Are Talking … Are You Listening? Are you making the most of your... Read More
Managing Complex Change & the Human Element of Customer Experience
The 5 Essential Ingredients for Successful Change If the chart above looks familiar, it’s probably... Read More
Beach Insights: Riding the Wave of Customer Experience
What Does Surfing Have to Do with Strengthening Client Relationships? By Lesley Boucher, Vice President... Read More
Is Your Data Unstructured, Disorganized, or Just Plain Challenging?
Associations Amass Vast Quantities of Data—But Is It All Usable? By Barbara J. Armentrout, CAE,... Read More
ORI’s CEO Kathy Benson Named Co-Winner of 2018 WPEO-DC President’s Award
Benson shares prestigious honor with Carol Muszynski, President of Eighth Day Design, for mentoring women... Read More
ORI Presenting with ACA at 2018 ASAE Marketing, Membership & Communications Conference May 22-23
ORI will be exhibiting and presenting at the 2018 American Society of Association Executives (ASAE)... Read More
Customer Experience: It’s More Than Just the Numbers (Part 2 of 2)
CXPA Event Recap: Building & Maintaining a Culture of Customer Centricity By Lesley Boucher, Vice... Read More
Customer Experience: It’s More Than Just the Numbers (Part 1 of 2)
CXPA Event Recap: Leveraging Unstructured Data By Lesley Boucher, Vice President of Consulting & Customer... Read More
How to Overcome Data Silos to Strengthen Customer Experience
You’ve heard this buzzword floating around the office and in meetings. But what are data... Read More
6 Steps for Successful Data Analytics
How to Turn Your Association’s Data Into Dollars Overcoming data challenges is a daunting task... Read More
ORI Exhibiting at 2017 ASAE Technology Conference & Expo December 12-13
Conceive. Test. Launch! Embracing the theme for the 2017 American Society of Association Executives (ASAE)... Read More
3 Quick Remedies for Your Data Management Symptoms
Data management can be tricky, no matter how you slice it. Managing data well requires... Read More
The Results Are In: What Are Associations’ Biggest Challenges in Understanding Members?
For many associations, data can feel like a full-time job. (And for analysts like me,... Read More
ORI Marks 8th Appearance on Inc. 5000 List of Fastest-Growing Private Companies in America
For third consecutive year, D.C.-area research and data analytics firm is recognized on Inc. magazine’s... Read More
Instilling A CX Culture in Government: A Story of Transformation in Maryland
By Lesley Boucher, Vice President of Consulting & Customer Experience, ORI How can U.S. government... Read More
ORI Exhibiting at 2017 ASAE Annual Meeting August 12-15 in Toronto
Are you attending the American Society of Association Executives (ASAE) Annual Meeting & Exposition August... Read More
ORI Earns “50 Fastest” Ranking for Second Year in a Row
Research and Data Analytics Firm’s Strong Growth, Powered by Innovative Use of Technology to Strengthen... Read More
Strategy & Planning: Data Governance & Data Quality
ORI’s Latest White Paper Explores Key Elements to Understanding Customer & Member Needs In the... Read More
CXPA Event Recap: UMUC’s Customer-Centric Approach to Higher Education
In March, Lesley Boucher, ORI’s VP of Customer Experience, had the privilege of moderating a... Read More
Building a Culture of Quality Data: Insights from Data Specialists
ORI recently attended the Capital Data Summit in Washington, D.C., which brought together more than... Read More
The Internet of Things: Taking Customer Centricity to a Whole New Level
How IoT Is Reshaping Customer Experience & Relationships The Internet of Things (IoT) is something... Read More
Data Integrity: Making Your Data Work For Your Organization
In Harvard Business Review’s The 4 Mistakes Most Managers Make with Analytics, two professors comment... Read More
Key Insights: 2016 Association Trends FOX Survey
Findings from Latest Annual Survey of Association Executives ORI is proud to announce that the... Read More
ORI Moves Up on 2016 Inc. 5000 Honor Roll
ORI Ranks in Top 25% on Annual List of America’s Fastest-Growing Private Companies August 23,... Read More
Pokémon GO—3 Lessons on Member Engagement
As we get ready for the ASAE Annual Meeting, we can’t help but notice that... Read More
Come See ORI at 2016 ASAE Annual Meeting in Salt Lake City
Are you attending the 2016 ASAE Annual Meeting & Exposition, August 13 – 16? If so,... Read More
How to Create Flag-Waving Customers
The Elusive Art of Converting Customers Into Champions As we celebrate the Fourth of July,... Read More
Connecting Employees to Customer Experience
4 Ways to Help Customer-Facing Employees Embrace CX By Lesley Boucher, Vice President of Customer... Read More
The Art of Statistics
Like a chef expertly combining ingredients, statistics is all about the technique. It’s never easy... Read More
How to Retain, Grow & Engage Your Customer Base
You want to grow membership and engagement—but how well do you understand your customers? A... Read More
ORI Wins a Spot on WPO’s Annual List of 50 Fastest-Growing Women-Owned/Led Companies
ORI’s co-founders, Kathy Benson (CEO) and Sue Lynd (President), were recently honored by the Women... Read More
Lesley Boucher Speaks at MACPA Event in April
ORI’s Vice President of Consulting and Customer Experience, Lesley Boucher, spoke at the Maryland Association... Read More
Using Mobile & SMS to Meet Our Clients Where They Are
We recently wrote about the shifting dynamic of customer interactions—specifically, listening for customer feedback where... Read More
Lessons on How to Build—Not Badger—Your Customer Base
By Lesley Boucher, Vice President of Customer Experience, ORI For many of us with a... Read More
Member Insights Through Data Transformation
Innovative Analysis of Association Data Yields Rich New Member Insights The following case study synopsis... Read More
The Shifting Dynamic of Customer Interactions
Ensuring that your organization provides great customer interactions involves meeting your customers where they are.... Read More
Kathy Benson Serves as Panelist at CX Day 2015
CX Day 2015 Washington, DC: Soft Skills & the Customer Experience of the Future When: 10/6/2015... Read More
Behind Every Revenue Dollar Is a Customer
How Customer Experience Programs Build Customer Bases By Lesley Boucher, Vice President of Customer Experience,... Read More
Hidden Complexities of Conducting Government Survey Research
Government surveys are not as easy as they look. When it comes to conducting survey... Read More
5 Steps to Collect Intelligent Annual Meeting Data
For many associations, the annual meeting is the organization’s top revenue source. For this bottom-line... Read More
Kathy Benson Featured on Fairfax Chamber Women in Business Panel
Women in Business: Meet the TRUE Transformers! Join us for conversations and connections as the... Read More
Pilot Surveys: The Survey Before the Survey
How Pilot Surveys Can Help Government Agencies Maximize Research Efficiencies & Outcomes One way to ensure... Read More
Strategic Business Forum May 2015 Luncheon
Kathy Benson knows a thing or two about managing growth. As the President of ORI,... Read More
How to Get More Out of Your Online Survey
Having been in business for more than 30 years, we at ORI have talked with... Read More
Key Data Trends in the Washington Region for 2015
By Kathy Benson, CEO & Co-Founder, ORI In the Greater Washington region, all signs point to... Read More
Avoiding the Perils of Collecting Too Much Data
Is Data Collection Overload Dooming Your Surveys? It’s common in market research for clients to... Read More