The Greatest Secret in Retail (You Can’t See) But Definitely Feel
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Remember your last shopping trip? The hum of conversation, the rhythmic shuffle of footsteps passing by, the hustle and bustle - all weaving together to compose an unseen but palpable shopping experience.
Often going unnoticed, this sonic landscape isn’t just background noise; it’s the conductor of emotions, shaping behaviour, painting the canvas of customer experience.
Research spanning psychology to neuroscience shows the profound impact sound and music has on human behaviour. You’ll have felt this first hand. But shockingly, there’s still only a handful of brands using sound on purpose.
Picture this: you head into a sports retailer, greeted by upbeat, catchy tunes. Almost instantly, you feel energised, your pace quickens, your mood brightens. Next, you enter a luxury bathing store. Welcomed by soothing soundscapes, calm tones, you feel relaxed, life slows down.
That's the magic of music at play. Studies show that music can amplify feelings of connectivity and belongingness, encouraging customers to match your energy, feeling more connected to your brand. This isn’t just 'background music'.
Conversely, the wrong sounds stir feelings of unease or anxiety, disrupting the delicate balance of the shopping experience. Imagine again the sports retailer, only this time playing songs of heartbreak and loneliness. This mismatch between music and brand is the fastest way to promote feelings of dissonance, and discomfort in your customer.
Notes for your marketing meetings:
A study by North et al. (2004) found that music has a significant impact on mood regulation, with participants reporting increased happiness when listening to music they preferred.
A study published in the Journal of Retailing by Areni and Kim (1993) discovered that slower tempo music in a supermarket led to increased sales and extended shopping time.
Kellaris and Cox (1989) observed that congruency between music genre and brand image positively influenced consumers' perceptions of the brand.
A study conducted by Juslin and Västfjäll (2008) indicated that music elicits a wide range of emotions and can evoke both positive and negative feelings, depending on various factors such as personal experiences and cultural background.
Questions you can ask as a retail leader:
How do your playlists/soundscapes guide your customer to ‘feel’ about your brand vs think about your brand?
Ask yourself what goal music can move you closer to? Is it extended shopping time? Sales?
Do the the lyrics, tempo, and genre of your music match your brands identity?
How does culture play into your music, and your overall brand? Is the music aligned with this?
To end on a thought-provoking note, as you ponder the impact of sound in your store, think back: when was the last time a brands music made you feel like you belong?
Your answer will show you how you can turn the invisible, into the audible.