Often when describing airline experiences, I refer to both ”hard” and ”soft” products. I realize that I often use terms like these without stepping back and defining them, so in this post, I’d like to take the opportunity to do that.
Continue reading: What’s The Difference Between Airline Hard & Soft Product?
Share your questions, experiences, and thoughts below.
Surely WiFi is a hard product, period? Changing from the worse products (e.g. Panasonic), to a better product (e.g. Viasat), to the best product (eg. starlink) in each case requires a new antenna.
…. that could be age or substance dependent too, Ned. As “Blood flow” is variable, by Ben’s definition, it must be a soft product, yes? …. 🙂
Surely Chris, by Ben’s definition, as it is variable, then it is a soft product, yes?
I know …. I’m just being pedantic for the sake of having a bit of fun …. perhaps one should hope that it is a hard product after all …. 🙂
I’ve been thinking about this. I always saw “soft product” to include things like customer service and flexibility. The reputation of an airline’s Flight attendant service, for example is a soft product to me. And of course, all of the things already included here. Both hard and soft products are able to be improved, but soft products are more easily adjusted to strengthen the overall perception of value.