2019 BBB serving the Heart of Texas Annual Report Annual Report 2019 Board-WEB | Page 3

Throughout 2018, we increased participation in
our educational programs focused on young adults,
like Ethics In Action and the Student Video Contest
with unique new partnerships. Our BBB continues
to strengthen community trust through education,
outreach and scam prevention by working with the
public, local media and law enforcement and
regulatory agencies.
Also, in 2018, BBB serving the Heart of Texas
streamlined the Torch Awards for Marketplace Ethics
award program. This past year, there was no charge
for qualifying businesses to enter, and the registration
process moved online. Our ongoing goal is to promote
the importance of ethical business practices and
champion those businesses that demonstrate a
commitment to marketplace ethics.
A LETTER
FROM THE PRESIDENT
& CEO
During the past year, our dedicated staff did an
incredible job at expanding our outreach while
strengthening our programs and services. Our BBB
edged out other BBBs in North America to win
three Outstanding BBB Awards in the categories of
Retention, Dispute Resolutions and Outreach. In
addition, our BBB was honored as one of the Top
Small Businesses to Work at by the Austin American
Statesman and one of the Best Nonprofits to Work for
in the United States by The Nonprofit Times.
Our BBB made significant progress this past year
in our efforts to promote you as a BBB Accredited
Business and deliver trust to the communities we serve.
Throughout 2018, BBB serving the Heart of Texas
continued to find creative solutions for expanding
the brand and reinforcing our position as a leader in
advancing marketplace trust.
In 2018, BBB made substantial updates and
improvements to bbb.org. Our site’s improved features,
include the redesigned BBB Business Profiles and debut
of Near Me pages, continue to drive traffic, enhance
SEO and improve the user experience.
Thank you for making 2018 yet another remarkable
year for BBB. On behalf of the BBB Board of Directors,
I am proud to present this year’s Annual Report
reflecting the results of our continued commitment
to our BBB Accredited Businesses who support our
mission of advancing marketplace trust. We are looking
forward to much more in 2019!
In the San Antonio area, BBB implemented a new
digital ad campaign that encouraged people to use
trustworthy businesses. This campaign expanded BBB
brand awareness, drove more people to bbb.org and
promoted the use of BBB Accredited Businesses.
Respectfully Submitted,
Additionally, we committed ourselves to improving
the accredited business experience by implementing a
customer engagement team. The realigned customer
support center created one point of contact for all
BBB Accredited Businesses. In 2019, keep an eye out
for communications from your dedicated Customer
Engagement Specialist who is here to support your
efforts in building a better business.
Carrie A. Hurt, President & CEO
BBB serving the Heart of Texas with offices in Austin,
Bryan, Corpus Christi, Ft. Worth, Midland, San Antonio
& Waco
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