« Business Continuity

Stay transparent and honest to keep customers loyal

Johnson & Johnson created a website to keep the company transparent, ensuring that customers are always aware of what is being done to keep them safe and meet their needs.
Johnson & Johnson created a website to keep the company transparent, ensuring that customers are always aware of what is being done to keep them safe and meet their needs.

Last month, Johnson & Johnson announced that it will no longer be using certain chemicals in its products after heavy pressure from consumer groups. Specializing in personal care and hygiene products, the company had been under recent scrutiny for specific ingredients put into soaps and shampoos.

While Johnson & Johnson stated in a press release that everything found in the products are safe, even some preservatives and trace byproducts, it is taking the customer concerns to heart.

"We're doing this because we're listening to the people who rely on our products, and if they have concerns, we're committed to addressing them, as long as we can do so safely and effectively," Susan Nettesheim, Johnson & Johnson's vice president of product stewardship and toxicology said in the statement.

Nettesheim added that nothing was more important to the company than bringing peace of mind to its customers.

The website safetyandcarecommitment.com – devoted to featuring information on Johnson & Johnson's policies regarding health issues – was recently launched as a response to the allegations. The site will also keep customers abreast of any new initiatives being taken to keep products safe.

Lisa Archer, director of the Campaign for Safe Cosmetics at the Breast Cancer Fund, said in a statement that it was a great leadership move by Johnson & Johnson to take the initiative and remove the harmful products.

With technology growing at an exponential rate, it's often easier for customers to stay abreast of the actions of businesses and organizations. As such, it's important for companies to ensure that they are always putting their best foot forward.

Ensuring that a quality business continuity plan exists will keep all employees up-to-date on how to represent the company and the proper way to deal with any customer issues. Open communication will reassure consumers and keep organizations aware of how their business is perceived.