The note from the communications team then, quite remarkably, lists some stats in an attempt to paint the launch in a positive light, as opposed the retail bin-fire it seemingly was: “We have received millions of clicks on our website. This new collaboration is literally making social media explode, with over 6 billion views within one week; by now, it is already 11 billion. All in all, the Royal Pop Collection is captivating the entire world, not least because the Royal Pop is, quite surprisingly, not a wristwatch.”
Audemars Piguet seems unhappy with how Swatch has handled the launch of its collaboration on the Royal Pop. AP told WIRED that “we understand the questions around the Royal Pop launch experience. As retail operations are handled by Swatch and their local teams, Swatch is best placed to comment on the operational handling of the launch. From AP’s perspective, safety and a positive experience for clients and teams remain the priority.” The brand did not respond when asked if it considered Swatch’s handling of the Royal Pop launch a “safe and positive experience”.
The madness of the Royal Pop launch is that, considering all that could have been learned from the MoonSwatch release in 2022, Swatch decided to repeat the playbook that went so badly wrong four years ago. This is a move, according to experts, that was entirely avoidable and utterly unnecessary.
Hype With No Control
“Luxury drops cannot rely on surprise, scarcity and social frenzy as the strategy, then act surprised when human behaviour follows,” says Kate Hardcastle, author of The Science of Shopping and advisor to brands including Disney, Mastercard, Klarna and American Express. “Retailers are already dealing with heightened tensions around theft, aggression and crowd management globally. Add a highly restricted product, long queues, resale economics, social media amplification and the emotional intensity attached to luxury access, and the environment can escalate very quickly if not expertly managed.”
Hardcastle confirms that what is particularly difficult for Swatch here is that the MoonSwatch launch already provided a live blueprint of the risks. “Once a brand has experienced scenes involving crowd surges, disappointment and policing,” she says, “the obligation shifts from reacting to proactively engineering a safer customer experience. Successful luxury houses increasingly control the experience with far greater precision.”
Neil Saunders, managing director of retail at Global Data, is even more candid. “The chaos does not reflect well on Swatch, and it probably makes Audemars Piguet wonder what on Earth it has gotten itself into,” he says. “Wanting to create some hype is understandable, but not being able to control it becomes damaging both commercially and for the brand image. Swatch should understand this better than most as it has been through this before with MoonSwatch.”
Not only Saunders and Hardcastle, but scores of commenters on Swatch’s Instagram post, point out well-known and obvious solutions that would have mitigated or entirely avoided the Royal Pop’s shambolic release.
“We have seen other premium or limited launches use staggered collection windows, verified appointment systems, geo-ticketing, VIP allocation tiers, timed QR access, private client previews and controlled queue technology to reduce volatility while preserving excitement,” says Hardcastle, adding that some combine digital ballots with curated in-store experiences so consumers feel part of an occasion rather than participants in a scramble.
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