What if the difference between a one-time customer and a lifelong fan was just… the right song?
Lauren Pufpaf, COO and Co-Founder of Feed Media, joins us to explore how music is far more than just background noise — it’s a potent driver of customer emotion, behavior, and loyalty. Lauren reveals how brands like American Eagle and fitness platforms are using curated music to create “sticky” digital experiences that boost engagement and conversions. The conversation dives into the neuroscience behind why music works so effectively in CX and how the right sound strategy can elevate everything from retail apps to telehealth waiting rooms. Hit play and discover how your brand might be missing out on a powerful emotional trigger.
🎧 Listen to the full episode now and learn how to tune your brand into what your customers are really feeling.
Key Moments:
00:00 Music’s Role in the Digital Customer Journey
07:32 Inside Feed Media Group with COO Lauren Pufpaf
11:29 How Music Hacks the Brain: Science Meets CX
20:55 Music Licensing Explained (And Why It’s So Complicated)
24:31 From Stores to Screens: Music in Retail and E-Commerce
34:31 AI in Music: Smarter Curation, Deeper Connections
40:12 Creating a Music Strategy That Fits Your Brand
57:30 How Music is Transforming Healthcare Settings
59:10 Lightening Round: Customer Experience that Sticks