National Civic Summit - BBB Civic Ethics - Lisa Jemtrud


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National Civic Summit - BBB Civic Ethics - Lisa Jemtrud

  1. 1. Civic Ethics National Civic Summit
  2. 2. Civics and Ethics Taking Action in the Marketplace Civic Duty…  Rights & Responsibilities  Politics & Economics  Issues  Action Ethical Duty…  Trust & Integrity  Politics & Economics  Issues  Action Civics and ethics meet in the marketplace.
  3. 3. Better Business Bureau Meet the BBB… Or …take a new look at an old flame…! About Us:  Non-profit, membership organization, 1st in the nation Our Vision:  An ethical marketplace where buyers and sellers can trust each other
  4. 4. BBB Mission Mission: To be the leader in advancing marketplace trust. How? • Creating a community of trustworthy businesses • Setting standards for marketplace trust • Encouraging and supporting best practices • Celebrating marketplace role models, and; • Denouncing substandard marketplace behavior
  5. 5. History of the BBB  Ethical Business Movement - 1912  Evolution of BBB Services  Self-Regulation of the Marketplace  Trust in Action
  6. 6. Services of the BBB  Company Reliability Reports  Consumer Education  Business Education  Scam Alerts  Conflict Resolution Services  Conflict Management Training  Advertising Review  Charity Review Trust in Action!
  7. 7. Consumer Trust
  8. 8. > Consumer Trust Trust in business is declining Only half of people say they have a great deal or quite a lot of trust Complaints are increasing Complaints have risen for five straight years, and have now topped more than one million per year
  9. 9. What is trust?
  10. 10. > What is trust? Trust is… Integrity  Honesty  Reputation for being truthful Performance  Good track record of producing results  Doing what you say you are going to do
  11. 11. > What do consumers say? Importance of Factors In Trusting Business
  12. 12. Is there a decline in Trust?  Decline in trust in business  Decline in trust in leaders  Questions about ethical behavior  Effects on politics and economics What ACTIONS are being taken to address the decline?
  13. 13. The Power of Word of Mouth
  14. 14. The Value of Trust From a consumer’s point of view: When you don’t trust a business, you are more likely to: > Cut back on purchases > Switch to the competition > Share negative word of mouth
  15. 15. BBB in the Digital Age What does the BBB learn about the marketplace by monitoring word of mouth online? New trends in advertising New products and services Complaints about advertising and selling practices Learn what people are saying about the BBB How we monitor:  Google Alerts  Tweetbeeps  Online research tools
  16. 16. BBB in the Digital Age
  17. 17. Why follow the BBB?  Find out the hot topics and complaint trends  Keep informed on important marketplace tips and scams  Share your questions with the entire BBB community
  18. 18. Ethics in the Marketplace What can YOU do?  Be an informed consumer. Check company reports before you buy! Follow the BBB on the web!  If you experience a problem or see a misleading ad, tell us!  Take action in the marketplace as a responsible consumer!
  19. 19. Thank you. Lisa Jemtrud Director of Outreach and Industry Services