Hershey’s Nuggets Dilemma
Recently, two friends of mine opened a bag of Hershey’s Nuggets Assortment, looking for their personal favorites. I listened to the two of them as they had a hard time finding their much-loved chocolate nuggets, which was intriguing. This is where the ensuing dilemma unfolded over the next hour or so about Hershey’s marketing flaw, and ultimately, their packaging mistake.
My two friends were a (albeit small) focus group for this particular Hershey’s product. Set out on the table was the contents of the Hershey’s Nugget Assortment bag, with four little piles of nuggets clustered together. There are four different types of chocolate nuggets in this assortment bag: Milk Chocolate, Extra Creamy Milk Chocolate with Toffee & Almonds, Milk Chocolate with Almonds, and Special Dark Chocolate with Almonds.
For almost an hour I listened to the two of them talk about the quality of the chocolate, their favorite flavors offered and what they would like to see in the assortment, as well as why Hershey’s decided to put such similar wrappers on the four different chocolates in an assortment bag. This is where my marketing ears really perked up and I had to see for myself what they were talking about.
Upon closer inspection, they were right. The two girls separated the chocolates into piles because they could not discern between the flavors by simply looking at the wrapper. A marketing flaw was being exposed: the company did not do enough consumer research to know that the packaging was confusing and not well-liked, as least not by these two Hershey’s lovers. My friends stressed that the chocolate is awesome, a great two-bite piece of joy, but finding her favorite flavor wasn’t easy when looking into the bag. Here’s a photo of the four different nuggets:
As you can see, three of the chocolates are in gold wrappers, with the Extra Creamy Milk Chocolate with Toffee & Almonds and Milk Chocolate with Almonds almost indistinguishable from each other, unless you carefully inspect the tiny writing up close. Only the silver-wrapped Milk Chocolate is discernible from the rest.
Looking at both my friends sitting with their glasses at the edge of their noses, trying to read the wrapper to put the chocolates in the right pile…what a site! I thought to myself, this is a packaging mistake that came out of a marketing flaw. Even the colors associated with the chocolates on the exterior bag didn’t match the chocolate’s wrappers on the inside…see Red, Orange, Silver and White on the exterior of the bag:
Unless the consumer speaks up and lets the company know that they love the chocolates, but the wrappers need to distinguishable (without offending them), how can this mistake be changed? What a dilemma.
I chose to go the proactive consumer route and write this to let Hershey’s know that their Hershey’s Nuggets Assortment chocolates are loved, but their packaging is not. And as a writer of the Wilder side of marketing, I suggest adding a bit of pizzazz to the wrappers:
Extra Creamy Milk Chocolate with Toffee & Almonds:
Milk Chocolate with Almonds:
Special Dark Chocolate with Almonds:
Once the color scheme (whether it is with these four metallic colors or four other easily identifiable colors), the color theme needs to be carried through onto the exterior packaging as an assortment bag or when sold separately so everything is cohesive. Confusion gone, consumer happy.
In the end, my two friends will not stop buying or enjoying Hershey’s Nuggets Assortment bags, but until the packaging is changed, consumer confusion will remain.