Klout

How having Klout turned a really good movie into a really poor experience

Yes, I’m bitching about having gotten free stuff.

So, let’s just say right off the bat, it’s a bit ridiculous to bitch about having gotten free tickets to a movie preview (received because of online “influence” as measured by Klout) and the questionable experience that ensued; clearly, there are bigger problems in the world that we should be discussing. But I’m gonna do it anyway. And here’s why: if you think about it, it’s interestingly convoluted from a brand management/community management standpoint.

On the off chance that you’re reading this and not familiar with Klout, it’s a measurement of online influence; there’s been enough written about it to choke a million social media “experts”. Google it. My first post about Klout is here, Why I still don’t care what your Klout score is. But, it’s over six months old, and I have a different take now, and while I’m honestly sick of talking about Klout, Klout, Klout, did I mention Klout, I think it warrants saying, and besides, the topic tends to get people worked up a bit.

Klout User Persona A: lives and dies by his or her Klout score, checking it multiple times a day. Becomes despondent if it declines by a point. Has personal Klout score in a badge on personal blog (blargh). Religiously gives five people a day +K (fine), and tweets it every single time (blargh). May tweet asking people to +K him or her on a certain topic (in a word: blaaaaargh). Klout User Persona B: members of KSWA (Klout Schwag Whores Anonymous). I’m a charter member and the tagline I propose is: Mock the tool. Love the schwag. (There are other personas, clearly but you get the idea.)

If Klout fails to execute well, that brings the brand down, instead of lifting it up.

I realized last night the degree to which Klout’s ability to successfully execute it’s KloutPerks programs impacts the brands being promoted. Case in point: Disney Winnie the Pooh movie preview.

I was invited by Klout, I signed up, I got a message from Klout saying “You’re All Set! Just show up”. I got my kid all pumped about the movie, I rushed home from work to get there on time, and we showed up. And exactly what I was afraid would happen did happen: Blank stare from ticket booth staff, followed by: “You’re not on the list.” These are five words you never want to hear, right? Especially when you’re standing there with your now-vibrating-with-excitement kid, visions of dragging him out of the theatre in a puddle of tears running through your head. Long story short, after having to explain what Klout is, and the theatre personnel looking for the nonexistent Klout list, they let us in anyway. It took long enough, though, that by the time we got in, there were few decent seats left. So, we sat in a nearly-empty row of press seats, at which point I was accosted by a woman with a clipboard. After clearly communicating that I wasn’t having a delightful experience thus far, and that I wasn’t going anywhere easily, and that I really like to write, she left us alone, too. By that point, the movie was starting, and I had serious acid indigestion. Which (in spite of it being a really good movie, visually lovely with tons of LOL-ing from G and all the kids in the theatre) is now pretty much the feeling I associate most with the preview of the Winnie the Pooh film.

Nutshell: If the Klout experience sucks, the BRAND experience sucks.

In other words, in some cases, Klout actually creates a bit of a brand management/community management problem. I’m not the only one this happened to, because I talked to others who were there last night. It could still be an isolated incident, but I doubt it as it is not the only glitch I’ve had with KloutPerks. I’ll spare you the details of the Subway gift card I still have not received despite repeated emails from Klout asking if I got it yet. Seriously, I appreciate the offer, but, KEEP IT. It’s not worth the trouble.

Yeah, it’s still pretty new. Yeah, yeah, I’m being difficult. But, yeah, if you’re a brand or community manager and thinking about a KloutPerks or similar influencer promotion, you need to think about it. It can backfire. Frankly, I would have been a better influencer for the Winnie the Pooh movie had I been left to my own devices, paid to see the movie, and not had any stress around it.

P.S. I love KloutPerks.

Dear Klout,

If you are reading this, no offense, OK? Keep the schwag coming. For serious. Really, I love you. You wanted to hear about my experience, and this was it. You need feedback to get better, right?

Love,
Sue Spaight
President, KSWA

What say you? Am I being unreasonable (moi!??!)? Are my standards too high? Is this type of influencer marketing a smart move? What do you think of Klout in general?

Why I still don’t care what your Klout score is

This may be a spectacularly unpopular opinion. But it is just that, one opinion. I mean no offense to those of you who anxiously await your latest Klout score, I really don’t. That’s your personal choice, and I respect that. I just want to express why, for me personally, none of this is about increasing my Klout score. I’m not even signed up for Klout and unless someone can convince me that it’s essential to my further professional development, I intend to keep it that way.

The best, most candid article I have seen on the topic of Klout and other influence measurement tools lately is this: Twitalyzer and Klout. In it, Eric Peterson says:

“I personally think that any company or individual who is making a hiring or contracting decision based on our data, Klout scores, or any number is making a huge mistake! No disrespect to Klout, or any of the other measurement services out there, but there is no calculation that tells you nearly enough about an individual to allow you to make a buying, hiring, or any other kind of personal decision. At the point where we are making personal decisions based on a single number — one that even in a transparent system like ours people still don’t take the time to understand completely — our humanity has been lost and, in my humble opinion, we are better off turning the damn machines off and calling it a day.”

Amen, Eric.

I also really dig this post from my super-smart coworker, Addy Drencheva: When a Klout Score is Not Enough. She takes a very pragmatic, balanced approach to measurement. Addy says: “In all fairness, Klout does allow you to search for influencers within certain topics, but there are two problems with it. First, it still provides a single number to rank all users, not a number within an industry. Second, users have to sign up for Klout for others to see their score. Although it might seem ridiculously irrational to some of us, there are people who tweet and blog for reasons other than influence and sales.”

Amen, Addy.

I completely understand that Klout, Twitalyzer and other analytics may be useful in helping you find people who can help you meet your goals. Rock on. But can any algorithm REALLY capture a person? Really?

“Hi, I’m _______. My Klout score is _____.” This comes up so often in social media conversation, online and offline, that it makes me twitch. Is social media really just a giant pissing contest? Not for me. No thank you. And that is why I couldn’t care less if your Klout score is higher than mine.

Do you have strong values and ethics? What have you done to help lately? How good is your content? Do you have a personality?

I, personally, prefer to measure people by their behavior, to discern if they are influential or not by what they have accomplished online. More qualitative, more human, more social measures.

How about you?

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