2016 - 2018 BBB DENVER/BOULDER STRATEGIC PLAN
2016-2018 BBB DENVER/BOULDER STRATEGIC PLAN
OUR VISION An ethical marketplace where buyers and sellers can trust each other.
OUR MISSION
leader in advancing marketplace trust.
To be the
We do this 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
2016-2018 BBB DENVER/BOULDER STRATEGIC PLAN
OUR VISION
Tomorrow’s marketplace: one of trust and integrity.
OUR MISSION To support the future of the Denver/Boulder business community, raising up an ethical marketplace for tomorrow, by creating both ethics education and opportunities for students and youth.
OUR
VALUES
2016-2018 BBB DENVER/BOULDER STRATEGIC PLAN
TO ACCOMPLISH OUR MISSION, WE COMMIT TO THE FOLLOWING VALUES TO GUIDE ALL OF OUR DECISIONS AND BEHAVIOR, WITH EACH OTHER AND WITH ALL THOSE WE SERVE: Excellence Strive to do our very best. Be accountable to the general public, our Accredited Businesses and Charities, and to each other for everything we do. Commit to providing the highest quality service with excellence and consistency everywhere we operate.
Integrity Be honest and ethical in all of our business activities: treat everyone with integrity, keep our promises, learn from our mistakes, and have the courage to hold fast to our professional convictions.
Teamwork Communicate, cooperate and collaborate freely across organizational and territorial boundaries, and work as one team to fulfill our mission.
Trust Trust in our colleagues throughout the BBB system and in ourselves. Say what we mean and mean what we say. Communicate with honesty and candor.
Respect Treat everyone with respect and dignity, valuing individual and cultural differences. People are our fundamental asset. We will empower them to develop and use their talents and capabilities to the fullest.
LOCAL
2016-2018 BBB DENVER/BOULDER STRATEGIC PLAN
VISION IN 3 YEARS WE WILL BE...
COLORADO’S HIGH IMPACT VISIONARIES, INNOVATORS AND PROBLEM SOLVERS AROUND MARKETPLACE
T R U S T
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2016-2018 BBB DENVER/BOULDER STRATEGIC PLAN
CREATE EPIC ENERGY (E2) INTENTIONALLY BUILD COMMUNITY PRESENCE Be seen, heard, respected throughout our region by creating and engaging community ambassadors through staff, volunteers and Accredited Businesses; have a noticeable presence at business networking and signature events throughout the year. Collaborate with impact by establishing strategic community partners that mutually benefit the business community and increase awareness of BBB. Strive toward one Colorado BBB Brand presence. Identify cost-saving, high-impact statewide initiatives including media campaigns, collaborative community outreach, program development and exploration of shared services. Promote BBB educational services to increase community workshops and speaking engagements. Have a consistent staff presence across the metro area in 2016; hire a PR/Outreach coordinator in Q1 2017 to continue to strengthen relationships, grow value and increase market penetration. Grow regional representation on both boards of directors to advance service outreach, awareness and growth throughout the 12-County service area.
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2016-2018 BBB DENVER/BOULDER STRATEGIC PLAN
CREATE EPIC ENERGY (E2) CREATE A FAN BASE Turn Accredited Businesses into Brand Champions through analysis and adjustment of our current retention program, engaging and acknowledging ABs in the ways they want and implementing an internal culture shift to view ourselves as business advocates. Create Consumer Brand Champions through high impact marketing, continual product and product delivery improvement and implementing an internal culture shift to view ourselves as—and be viewed as—trusted advisors. Build an engaged BBB community by growing and strengthening media partnerships and visibility.
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2016-2018 BBB DENVER/BOULDER STRATEGIC PLAN
CREATE EPIC ENERGY (E2)
TALENT STRATEGY Attract top talent across the organization through Top Grading methodology, competitive employment packages, advancement opportunities, and meaningful engagement for staff and volunteers. Keep top talent through effective training and onboarding, meaningful recognition, cultivation of culture, engagement beyond stated responsibilities and gathering feedback regularly. Strategically build both boards of directors and board committees to recruit to gaps in talent, resources and expertise. Become a sought-after intern placement program for area universities.
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2016-2018 BBB DENVER/BOULDER STRATEGIC PLAN
BE SOLUTION FINDERS MANDATORY GREATNESS Define greatness—identify current A players through application of Top Grading, realign staff to get them to A-player performance and recruit new employees to A-player qualities. Foster a culture of innovation at every level of the organization; offer programs and products unique to BBB and exclusive to Accredited Businesses to grow membership and non-dues revenue program.
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2016-2018 BBB DENVER/BOULDER STRATEGIC PLAN
BE SOLUTION FINDERS OFFER ONE-STEP SOLUTIONS: SERVICES THAT MATTER Strengthen connections within the organization through cross-departmental orientations, training, job-shadowing and creation of department liaisons to improve communication and a holistic understanding of the organization. Deliver memorable customer service to our users and customers. Streamline and simplify processes for our Accredited Businesses (customers) and Consumers (users) to deliver products and services that are easy to use, accessible and that work. Partner with DU and Regis to improve and expand ADR and Charity Review services in 2016; identify other services for partnerships for 2017 and beyond.
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2016-2018 BBB DENVER/BOULDER STRATEGIC PLAN
BE SOLUTION FINDERS STOP DOING INEFFECTIVE STUFF Assess every legacy position, program and service in 2016 to gain efficiencies and reduce pain points. Ask for feedback from our staff, board, Accredited Businesses and consumers by conducting bi-annual AB surveys and regular internal and external pulse surveys.
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2016-2018 BBB DENVER/BOULDER STRATEGIC PLAN
DITCH THE MOTHBALLS WRITE AND LIVE OUR STORY Create a clear, fresh identity within the community through use of positive language and developing a unified value proposition for all stakeholders. Reinforce the spirit of the mission by personifying BBB through developing and sharing wins and positive stories that illustrate how we live the brand every day.
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2016-2018 BBB DENVER/BOULDER STRATEGIC PLAN
DITCH THE MOTHBALLS BE UNCOMMON Infuse the SCAMPER model of innovation within the organization to create award winning products and services and have a measurable local impact. Achieve operational excellence by winning the BBB Myers Award in 2017. Become one of Denver’s top places to work by solidifying a fun culture of excellence. Win the AB Development award for volume and dollars in our category for the next three years. Win the Marshall A. Mott BBB Award for outstanding communications work. Win Best Idea Award through the Performance Group once each year.
NOTES
2016-2018 BBB DENVER/BOULDER STRATEGIC PLAN
BBB Denver/Boulder 3801 E. Florida Avenue, Suite 350 Denver, Coloraod 80210 denver.bbb.org 303.758.2100