Webinar: Enhancing Communication: Using Video Technology to Solve Common Issues

Features Are Commodities, Feelings Are Differentiators

Ethan Beute, BombBomb, Chief Evangelist, The Customer Experience Podcast, Wall Street Journal bestseller, Human-Centered Communication, Rehumanize Your Business.

Ethan Beute

Former Chief Evangelist
Ethan Beute, BombBomb, The Customer Experience Podcast, feelings, differentiator, differentiation, features, product features, commodities, commodity, commodification, CX, customer experience

Make every message count with BombBomb.

Open more doors. Close more deals.
Connect and collaborate with BombBomb video messaging.

Ethan Beute, BombBomb, The Customer Experience Podcast, feelings, differentiator, differentiation, features, product features, commodities, commodity, commodification, CX, customer experience

Listen to “176. Features Are Commodities, Feelings Are Differentiators w/ Ethan Beute” on Spreaker.

Apple Podcasts | Spotify | Google Podcasts | Amazon

Features are commodities. But feelings? Feelings are differentiators. And customer experience is the last meaningful differentiator left availble to us.

Consider this: Our feelings stick with us. Emotions drive both memories and motivation. When we create rapport, relationships, trust, and confidence, we have created a differentiated customer experience.

After doing some online research, I brought three air conditioning companies into my home a few years ago. The first representative was off-putting, the second was disengaged, but the third (and most expensive) treated us like a long-term partner in a significant home investment.

In the decision-making, the products were approximately identical. And the price didn’t really matter as much as we expected it to. But what did matter was how the seller made us feel about their company, ourselves, and our home.

And it’s this kind of differentiator that serves as an example of how our customers make decisions. The people providing unique and better experiences — these add value and further drive brand success.

I’m Ethan Beute, Chief Evangelist at BombBomb, host of The Customer Experience Podcast, and co-author of the bestselling books Rehumanize Your Business and Human-Centered Communication.

In this episode, I ask three questions about how you choose companies and how your feelings about companies affect your decisions. And I add one qualifier (and it’s a big one!).

In this episode I also discuss:

How to build trust and confidence in a digital world
What we can do to create feelings about our company
How video helps differentiate the CX
What influences your decisions about the companies you do business with
How we can make our digital communications about the other person

Features Are Commodities, Feelings Are Differentiators

Hear Episode 176 and any/every other conversation of The Customer Experience Podcast in your favorite podcast player …

Once you’re in the podcast player, please give an extra click to rate the show (or even take a minute to leave a review) – it’s very helpful!

We also embed every conversation and make it searchable right here in its companion blog post. Hear the recording for this episode below…

Listen to “176. Features Are Commodities, Feelings Are Differentiators w/ Ethan Beute” on Spreaker.

TheCEPodcast Quote EP176 ETHAN V1 Quote 02 copy | BombBomb

Sign up for a monthly email with CX insights and highlights


By entering your email, you are agreeing to receive occasional BombBomb news and communication. We will never sell or distribute your email address to any third party. You can manage your communication preferences here.

View our Privacy Policy.

Other Episodes You’ll Enjoy:

Subscribe, Listen, Rate, and Review The Customer Experience Podcast:

TheCEPodcast Quote EP176 ETHAN V1 Quote 03 copy | BombBomb

Share

Ethan Beute

Former Chief Evangelist

Get Personal. Get BombBomb.

Start your free trial now and get results on day one.

BombBomb Macbook Pro

You might also enjoy

Awesome content in your inbox.

Get the latest on our free company webinars, customer focused podcasts and the latest trends from our blog posts