Short answer: Yes — background music is often an important part of the customer experience. It shapes mood, pace, perception of the brand, and behavior (dwell time, spending, perceived wait time) when chosen and managed well — and it can harm experience when it's inappropriate, too loud, repetitive, or unlicensed.

Why it matters (quick summary)

• Mood & emotion: Music influences customers’ emotions and the atmosphere you project (relaxed, energetic, upscale, friendly).
• Behavior & pace: Tempo and volume affect how fast people move and how long they stay (slower music can increase dwell time; faster music can increase turnover).
• Perception: The right music can make prices and service feel more premium or more casual; poor choices can make a space feel chaotic or cheap.
• Wait times: Pleasant background or hold music can reduce perceived wait time in queues and call centers.
• Brand fit & differentiation: Music is a nonverbal signal of brand identity—consistent music helps reinforce positioning.

Practical guidelines

• Match your brand and audience: pick genres, eras, and energy levels that align with your brand and the demographics of your customers.
• Tempo: slower tempos for relaxed shopping or dining; mid/fast tempos for energetic retail or fast-service environments.
• Volume: keep music clearly background-level so it doesn’t interfere with conversation (generally lower than normal conversation level). Avoid spikes or sudden transitions.
• Variety & rotation: rotate playlists to avoid repetition fatigue; consider dayparting (different music morning vs. evening).
• Accessibility & inclusivity: offer quiet zones where possible; don’t rely on music for essential messaging; be mindful of sensory-sensitive customers.
• Test and measure: run A/B tests (different playlists, tempos, volumes) and track KPIs: dwell time, sales per customer, conversion, Net Promoter Score, and customer feedback.
• Licensing: use a commercial/business-licensed service or obtain public performance rights (in the U.S., ASCAP/BMI/SESAC or commercial streaming services designed for businesses). Don’t use a personal consumer account for business playback — that usually violates terms of service.

Sector examples

• Retail clothing: curated playlists matching brand image; tempo controls pace.
• Restaurants & bars: low-volume ambient in fine dining; louder/energetic in casual bars.
• Gyms: high-energy playlists to motivate.
• Hotels & spas: ambient, calming music in common areas and treatment rooms.
• Call centers: hold music and messaging that’s short, informative, and pleasant.

How to evaluate impact (simple experiment)

1. Choose 2–3 distinct music strategies (e.g., slow ambient, upbeat pop, quiet/no music).
2. Run each strategy for comparable time periods or matched days.
3. Measure sales per customer, average time in store, customer satisfaction scores, and staff feedback.
4. Compare results and adopt the winning approach or iterate.

Bottom line: background music is a powerful, low-cost tool for shaping customer experience if it’s aligned with brand, kept at appropriate volume/variety, legally licensed, and regularly evaluated.