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.
For example, I’d consider a seat back entertainment screen as such to be part of the hard product. However, the software (the selection of entertainment, the system’s responsiveness, etc.), is arguably part of the soft product, as it can change over time.
How do you define airline soft & hard products?
A great solo travel tip spotted this week on One Mile at a Time.
