Why the Right In-Store Music Makes or Breaks the Customer Experience, According to Activaire
The science behind in-store music is more complex than most realize. Here's how the right music transforms customer experience, as explained by Activaire CEO Adesh Deosaran.
Singer performing with microphone
When the right song plays in a store, several key things happen:
- Artists and rights holders receive fair compensation
- The brand instantly communicates its identity to customers
- The atmosphere affects customer behavior and mood
- Staff motivation and energy levels improve
- Customers discover new music, creating memorable experiences
Using unlicensed music services like Spotify in business settings creates serious problems:
- Legal risks from rights holders
- Inconsistent brand messaging
- Inappropriate song selections
- Staff playlist fatigue
- Generic, unmemorable experiences
Professional music curation requires:
- Deep understanding of brand identity
- Knowledge of customer demographics
- Awareness of psychological effects
- Proper licensing compliance
- Regular playlist updates
The impact of well-curated music is measurable through:
- Customer dwell time
- Staff satisfaction
- Brand recognition
- Shazam searches
- Return visits
A thoughtfully curated playlist can instantly tell customers "you're in the right place" while creating a memorable, on-brand experience that benefits both customers and staff. The key is working with licensed providers who understand how to align music with brand identity and customer expectations.
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