What brands can learn from Taylor Swift’s community strategy
Ken Hughes, known as the King of Customer Experience and author of "Taylor Making," breaks down how Taylor Swift turned fans into a tribe so loyal they tattoo her brand.
She built the highest-grossing tour in history not through better music, but through connection, rituals, and community.
She treated fans less like an audience and more like participants in the product itself.
Early on, Taylor leaned into a behavior most brands accidentally discourage: giving customers a meaningful role in what happens next.
She was actively building a sense of ownership by letting fans influence decisions and rewarding their attention with real access.
These same strategies work for e-commerce brands.
And in this podcast, Ken breaks down:
Why participation beats promotion when building long term loyalty
How small rituals turn customers into storytellers for your brand
The difference between repeat purchases and real emotional loyalty
Why connection becomes the only advantage in commoditized markets
What founders can apply immediately without celebrity scale
If you’re scaling fast but feel replaceable, this episode will reshape how you think about brand advantage.
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