How does Skittles measure success?
The 250,000 blog posts about the new site that broadcasts consumer comments back at them (and counting)? The 240 mainstream articles, including the Wall Street Journal blog (and counting)? How long #Skittles stays in the top ten most talked about subjects on Twitter?
Congratulations. You're being talked about. Now what?
For all the buzz about the new Skittles site, one wonders if the candy company might just jump the shark. Skittles, which has temporarily (underscore temporarily since it will be putting back its home page soon enough) has turned to social media as its primary marketing push online.
While there are scores of complimentary and contrary opinions to choose from, its still too early to determine whether their social media stunt might produce tangible outcomes. The smarter choice, for now, is to consider it as a living case study, with four basic observations up front.
• The reach might be too far. There seems to be no escape from the buzz on social networks like Twitter, which is irritating some participants. The primary reason for all the buzz up on Twitter is vanity over candy. Any time someone says anything about Skittles, they pop up on the current Skittles homepage (which will be regulated to chatter soon enough). Simply put, Skittles may be alienating its audience by focusing too much on atmosphere, which is something I wrote about just yesterday.
• The impressions aren't all positive. Almost 75 percent of the impressions being left and lofted at the Skittles site via Twitter and across various blogs are off topic or negative. It's one thing to praise buzz, but something else all together to consider a campaign a success when the negative impressions start to outpace positive impressions.
• Sustainability is a watch point. Talking about Skittles just isn't all that sustainable. The company runs a real risk of encouraging people to talk about the site so much, they will get sick of the shallow chat and stop talking about it all together. Right, there is a valid reason that most movie franchises are generally confined to a limited number of installments. Communication overload can kill interest.
• Skittles and its return on communication. There are only two real outcomes that may determine if the Skittles social media campaign is a success. First, what is the net sum of all positive and negative impressions? Currently, it seems they are losing ground. However, I have to concede that this may change once the initial buzz up wears off (unless some consumers go out of their way to attack it). The second measure is sales. In all fairness, we have to wait and see.
Even more interesting to me is why this marketing program seems to be getting so much attention for a program that is not new. The concept has been around for some time; we even wrote about it in February. In fact, using Tweetfeed.com, Skittles could have done the exact same thing, but benefited from better background.
Of course, there is that other thing too. One wonders what the response will be like when Skittles puts its homepage back up, regulating the Twitter stream to the chatter button. It makes me hope that someone has a contingency plan for what could be billed as a short-term publicity stunt that fails at authenticity. My guess is there isn't one.
Why? They were in such a rush for buzz up that they neglected to consider how annoying it is to type in your birthdate on every single visit. Not only is it annoying, but any data capturing at this point is futile because the bulk of their visitors are visiting out of curiosity and not because they are interested in consuming candy.
