At K-Supermarket Lippulaiva in Espoo, owner Juuso Österman believes that details influence where customers choose to shop — and return. With competitors just minutes away, standing out isn’t just important — it’s essential. “The feel of the store is a big factor — if customers need to shop anyway, why not make it as pleasant as possible?” Österman says.
The customer experience starts right at the entrance. When shoppers step in from the busy shopping centre, they enter a calming soundscape where piano music helps lower stress levels. Around the produce section the mood shifts to a café-like vibe, while rock music energises customers in the drinks area. Near the checkouts, the music fades so conversations with staff can happen easily.
The soundscape isn’t accidental — it’s intentional. Toneco built playlists tailored to each area of the store based on the retailer’s preferences. Customers have noticed the thoughtful music design and grown accustomed to it. “We’ve even had comments saying if the soundscape changes, they won’t come back,” Österman laughs.
Although the whole concept required investment, Österman sees this as a clear competitive advantage. Music isn’t just background — it’s part of the store’s identity and a way to differentiate.
Thousands of customers trust us as their audio and customer experience partner. You can too.
