A strategic playbook for building customer loyalty, brand intimacy, and emotional resonance.
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.
“Bold, funny, and ridiculously insightful — your brand will never look the same.”
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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 twelve 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.
Taylormaking:
The Live Performance
Ken Hughes doesn’t just write about emotional loyalty — he lives it on stage.
Watch highlights from his live perfomances to see how his critically-acclaimed Taylormaking keynote is helping global businesses and SMEs build their own tribal following.
‘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
‘Transforms Taylor Swift’s fandom into a blueprint for world-class customer experience. A brilliant remix of pop culture and brand psychology. This book is your backstage pass to brand brilliance’
BRAD ANDERSON
GLOBAL HEAD OF UX, QUALTRICS
‘In the last five decades I have heard many consumer behaviour experts present. Ken’s ‘The King of Customer Experience’ title is not over – stated. He is the best and this book proves it’
DAME IRENE HAYS
CEO HAYS TRAVEL
‘Takes fandom seriously — and shows why your business should too. Bold, funny, and ridiculously insightful — your brand will never look the same’
DAVID MEADE
BBC BROADCASTER AND PERFORMER
‘This isn’t a book about music — it’s about the rhythm of human connection. Hughes shows how any business can make their customers feel like VIPs. It’s smart, witty and a little bit addictive’
BEN WOORDWARD
CEO NIKKEN
“A masterclass in CX cleverly disguised as a love letter to Taylor Swift’s strategy.”
“Bold, funny, and ridiculously insightful — your brand will never look the same.”
“Transforms Taylor Swift’s fandom into a blueprint for world-class customer experience.”
“This book redefines customer experience through the most loyal fanbase on Earth.”
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.
MEDIA & NEWS
Want to Interview Ken or Feature the Book?
Taylormaking is already sparking conversations around customer experience, fandom, and modern branding. If you’re a journalist, podcast host, or content creator and would like to cover the book or interview Ken Hughes, we’d love to hear from you.
Media requests, speaker features, podcast bookings — all welcome.
extra content
Unlock Your Bonus Tracks
Every chapter of Taylormaking comes with exclusive videos, Spotify playlists, and extra resources.
Scan the QR code in your book or click below to access your exclusive content.