A Letter from the President and CEO
BBB serving Central , Coastal , Southwest Texas and the Permian Basin experienced another phenomenal year of growth , brand expansion and innovation . This year , BBB welcomed the Bryan / College Station and Deep East Texas , as well as Fort Worth communities into our BBB family through two mergers . This larger BBB now serves over 20,000 BBB Accredited Business Locations and 10 million people across our 105-county service area . You are now part of the largest BBB in North America .
With the support of a strong , volunteer Board of Directors , your BBB implemented its three-year strategic plan objectives in four areas : Building the brand , increasing reach , engaging local communities and securing financials . At the end of 2016 , your BBB leadership team and staff hit its 2016 targets . The results include :
• Developed videos on core BBB services to educate the public as the locally recognized authority for facilitating marketplace trust ;
• Implemented best practices in all areas of BBB work ;
• Developed a community partners page to further collaborate with universities , media and law enforcement to provide free BBB services to the public ;
• Increased outreach to Spanish-speaking communities via news media and an expanded Spanish-language microsite ;
• Launched local advisory committees to further engage local communities ; and
• Continued to increase BBB ’ s strong financial position to ensure long-term stability .
Also in 2016 , BBB launched several traditional and digital advertising campaigns and marketing initiatives to promote you , our BBB Accredited Businesses , to millions across Texas . BBB also revamped its BBB Business Profiles to improve the user experience and boost SEO . BBB also gave back to our local communities by participating in job shadow programs and student market fairs to provide career advice to our future business leaders .
In 2017 , your BBB will continue to incorporate innovative strategies to reinforce its position as a leader in advancing marketplace trust . On behalf of the BBB Board of Directors , I am proud to present this year ’ s Annual Report reflecting results of our continued commitment to our BBB Accredited Businesses who support our mission of advancing marketplace trust .
Respectfully Submitted ,
OUR VISION
An ethical marketplace where buyers and sellers trust each other .
OUR MISSION
BBB ’ s mission is to be the leader in advancing marketplace trust . BBB accomplishes this mission by :
• Setting standards for marketplace trust .
• Encouraging and supporting best practices by engaging with and educating consumers and businesses .
• Celebrating marketplace role models .
• Calling out and addressing substandard marketplace behavior .
• Creating a community of trustworthy businesses and charities .
BBB offers its national and local consumer services online and in person . Through our efforts , BBB helps millions of people each year .
• BBB sets standards for ethical business behavior and monitors compliance .
• Over 385,000 Accredited Businesses meet and commit to our high standards .
• BBB helps consumers identify trustworthy businesses , and those that aren ’ t , through more than 6.6 million BBB Business Profiles .
• BBB sets standards for and evaluates thousands of advertisements each year to ensure that people can trust what advertisers say .
• BBB sets standards for and evaluates the practices of thousands of charities so that donors know where their money is going .
• BBB coaches businesses on ethical behavior and how to build stronger , more trusting relationships with their customers .
Carrie A . Hurt , President / CEO BBB serving Central , Coastal , Southwest Texas and the Permian Basin
BBB STANDARDS FOR TRUST
Build Trust Establish and maintain a positive track record in the marketplace .
Advertise Honestly Adhere to established standards of advertising and selling .
Tell the Truth Honestly represent products and services , including clear and adequate disclosures of all material terms .
Be Transparent Openly identify the nature , location , and ownership of the business , and clearly disclose all policies , guarantees and procedures that bear on a customer ’ s decision to buy .
Honor Promises Abide by all written agreements and verbal representations .
Be Responsive Address marketplace disputes quickly , professionally and in good faith .
Safeguard Privacy Protect any data collected against mishandling and fraud , collect personal information only as needed and respect the preferences of consumers regarding the use of their information .
Embody Integrity Approach all business dealings , marketplace transactions and commitments with integrity . bbb . org 2