Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

In-store music boosts customer loyalty and trust

The study measured the difference overhead music made for both customers and employees in five France-based brick & mortar locations that had not played music before - including businesses in the banking, optics, pharmacy, gas station and sports apparel industries.

Highlights from the study included:

• 70% of customers had a more positive perception of a business' image when the site was playing music; 65% of customers agreed that on site music helped to differentiate the business from its competition.
• 93% of employees preferred music versus no music at work.
• When more traditionally serious sectors (banking & pharmacy) were silent, only 33% of customers initially thought adding music would feel appropriate in those establishments.
• However, once introduced, 76% of customers agreed the overhead music was compatible with and complementary to the purpose of those sectors.
• The majority of customers, particularly in banking, felt more comfortable having confidential, private conversations when music was playing to somewhat mask their conversations from others.
• Nearly 8 out of 10 customers within these usually silent locations said they prefer the site when enhanced with music.
• The Net Promoter Score (NPS) - an index measuring the willingness and likelihood of customers to recommend a company's products or services to others - increased by 30% when customized music was playing compared to when the establishment was without music.
• When music was playing on site, 72% of first-time visitors said they were likely to visit again.
• When the business had no music playing, only 50% indicated they would likely revisit, a 22-point decline in customer return rankings.
• 76% of customers felt that their service wait times passed faster when music was playing.
• The perception of a business as "premium" increased by 20 points, from 36% to 56% when the business played music.
• 67% of employees perceived customers as being in a better mood when music was playing on site.
• On a daily basis, music is an important element for business employees. Site associates consider music to be a real motivator
  93% of the employees studied prefer listening to music at work.
• Once exposed to music in the "serious" business environments such as banking & pharmacy, 76% of customers agreed that the music was compatible with and complementary to the seriousness of the sectors.
• 56% of customers felt more comfortable having private, confidential conversations when music was playing on premise, as compared to just 26% when no music was playing.

"This study reinforces the idea that properly-designed music can improve the ambience and customer experience in a variety of business environments, even in those industries not part of traditional retail," said Valentina Candeloro, International Marketing Director at Mood Media. "We are designing more and more music programs for places such as auto dealerships, banks and credit unions, healthcare practitioners, wellness providers, pharmacies, apartment and retirement home communities."

The research, both quantitative and qualitative, resulted in feedback from over 1,000 customers and 50 employees, taken both before and after music was playing.

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)