A strategic playbook for building customer loyalty, brand intimacy, and emotional resonance.
“Bold, funny, and ridiculously insightful — your brand will never look the same.”
Taylormaking isn’t a biography — it’s a customer experience manifesto, disguised as a love letter to the world’s most loyal fanbase. Discover how Taylor Swift’s brand genius can inspire unforgettable customer connections for your business.
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Summary of the book
Discover the CX Strategy Behind the World’s Biggest Fandom
Taylormaking explores what brands can learn from Taylor Swift’s extraordinary ability to build customer loyalty and emotional connection.
Using each of her eleven albums as a framework, consumer behaviour expert Ken Hughes unpacks the secrets behind her brand intimacy, fan devotion, and customer experience mastery.
From surprise releases to values-led leadership, and from team empowerment to emotional vulnerability, this book reveals powerful CX lessons hidden in plain sight.
Whether you’re in marketing, leadership, or branding, this is your guide to creating unforgettable experiences that truly connect — all through the lens of the most successful pop brand of our time.
Watch Taylormaking
in Action
Ken Hughes doesn’t just write about emotional loyalty — he lives it on stage.
Watch highlights from his global keynote to see how the Taylormaking concept is helping businesses connect, surprise, and inspire.
ABOUT
Ken Hughes, the King of Customer Experience
Ken Hughes is one of the world’s most respected voices on customer experience, modern consumer behaviour and brand engagement. With over two decades advising Fortune 500 brands, he explores the intersection of psychology, technology, and human connection. Known as The King of Customer Experience, his dynamic keynotes help organisations build emotional relevance in a disruptive world.
“This book is a masterclass and essential reading for anyone serious about building brand loyalty and emotional customer connection. It brilliantly unpacks the genius behind Taylor Swift’s empire, revealing unexpected insights and actionable strategies in creating tribal belonging and customer connection”
CHRIS BARTON
FOUNDER OF SHAZAM
“This book is a masterclass and essential reading for anyone serious about building brand loyalty and emotional customer connection. It brilliantly unpacks the genius behind Taylor Swift’s empire, revealing unexpected insights and actionable strategies in creating tribal belonging and customer connection”
CHRIS BARTON
FOUNDER OF SHAZAM
“This book is a masterclass and essential reading for anyone serious about building brand loyalty and emotional customer connection. It brilliantly unpacks the genius behind Taylor Swift’s empire, revealing unexpected insights and actionable strategies in creating tribal belonging and customer connection”
CHRIS BARTON
FOUNDER OF SHAZAM
“This book is a masterclass and essential reading for anyone serious about building brand loyalty and emotional customer connection. It brilliantly unpacks the genius behind Taylor Swift’s empire, revealing unexpected insights and actionable strategies in creating tribal belonging and customer connection”
CHRIS BARTON
FOUNDER OF SHAZAM
“This book is a masterclass and essential reading for anyone serious about building brand loyalty and emotional customer connection. It brilliantly unpacks the genius behind Taylor Swift’s empire, revealing unexpected insights and actionable strategies in creating tribal belonging and customer connection”
CHRIS BARTON
FOUNDER OF SHAZAM
“This book is a masterclass and essential reading for anyone serious about building brand loyalty and emotional customer connection. It brilliantly unpacks the genius behind Taylor Swift’s empire, revealing unexpected insights and actionable strategies in creating tribal belonging and customer connection”
CHRIS BARTON
FOUNDER OF SHAZAM
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