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Johnson's Baby Is Sorry Not Sorry in Awkward Reply to Customer Concerns

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We'll always listen and be here for you. Even when you're wrong.

That's the somewhat odd message that Johnson's Baby offers consumers in this video emphasizing the Johnson & Johnson brand's commitment to the safety of its products—to the point of reformulating them even when there's nothing wrong.

The ad, "Our Safety Promise," explains that Johnson's Baby heard the worries of customers bothered by news that "chemicals of concern" had been found in its products. "Although always safe, for your peace of mind, we removed them," the video says of the chemical.

That message may be transparent. To me, it's also condescending. It's like saying, "We're doing this to appease you. But we still know better than you." Perhaps it's a legal thing. Still, the wording could be much better.



The brand then goes on to celebrate its bigheartedness by having its employees make 1,000 origami storks, which apparently signify "a hope granted and a promise fulfilled," according to a Japanese legend about origami cranes.

It could be I'm just not the target for the ad, which is obviously meant to be touching and sweet. (I'd call it more feel-good for feel-good's sake.) But after watching, I was even more curious about the controversial chemicals.

The spot is part of a new social-media effort that will see 40 more videos released throughout the rest of the year. Let's hope they're less awkward than this one.

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