1. Civic EthicsNational Civic Summit

2. Civics and Ethics Taking Action in the Marketplace Civic Duty Rights & Responsibilities Politics & Economics Issues ActionEthical Duty Trust & Integrity Politics & Economics Issues ActionCivics and ethics meet in the marketplace. 3. Better Business BureauMeet the BBBOr take a new look at an old flame!About Us: Non-profit, membership organization, 1st in the nationOur Vision: An ethical marketplace where buyers and sellers can trust each other 4. BBB Mission Mission: To be the leader in advancingmarketplace 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. History of the BBB Ethical Business Movement - 1912 Evolution of BBB Services Self-Regulation of the Marketplace Trust in Action 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. Consumer Trust 8. > Consumer TrustTrust in business is decliningOnly half of people saythey have a great dealor quite a lot of trustComplaints are increasingComplaints have risen forfive straight years, andhave now topped morethan one million per year 9. What is trust? 10. > What is trust?Trust isIntegrity Honesty Reputation for being truthful Performance Good track record of producing results Doing what you say you are going to do 11. > What do consumers say? Importance of Factors In Trusting Business 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. The Power of Word of Mouth 14. The Value of TrustFrom a consumers point of view: When you dont trust a business, you are morelikely to:> Cut back on purchases > Switch to the competition > Share negative word of mouth 15. BBB in the Digital AgeWhat does the BBB learn about the marketplace bymonitoring 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 BBBHow we monitor: Google Alerts Tweetbeeps Online research tools 16. BBB in the Digital Age 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. 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! www.bbb.org 19. Thank you. Lisa Jemtrud Director of Outreach and Industry Services www.thefirstbbb.org