What is what are soft features?

Soft features refer to non-tangible attributes of a product, service, or system, which are difficult to measure or quantify. Soft features are also known as intangible benefits or emotional appeals. Soft features may include elements such as the aesthetics of a product, the user experience, the level of customer service, the brand image, and the emotional appeal of the product.

Soft features play a significant role in influencing consumer behavior and buying decisions. They can differentiate a product or service from its competitors, create a positive emotional connection with customers, and increase brand loyalty. Soft features evoke feelings and emotions in people and contribute to overall customer satisfaction.

Soft features are particularly important in the service industry, where the quality of the interaction between the service provider and the customer can be a deciding factor in customer satisfaction. Examples of soft features in services may include the attitude of the staff, the level of personalization, the perceived empathy and understanding towards the customer, and the level of attentiveness to customer needs.

Overall, soft features are important for businesses to consider in their marketing strategies, as they can greatly impact customer satisfaction and brand loyalty.