✨How to get customers as loyal as Swifties

Here’s what we can learn from an absolute queen when it comes to building relationship with customers.

✨ Be memorable

Is there a single person who doesn’t know who Taylor Swift is? Probably not. Taylor is a master as making people remember her. Through her Easter eggs that reveal hints as to what’s coming next, the fact that each album has its own colour scheme and genius merch it’s hard to forget about her. Announcing a surprise new album after your 13th (her favourite number) Grammy win does that. Naming it the Tortured Poet’s Department and releasing it on Poetry and Creative Day with bookmarks for merch takes it to the next level.

💡The takeaway? Market yourself in a way that means you’re unforgettable through a consistent tone of voice and brand image that your customers feel a part of.

✨ Be authentic

Part of the reason Taylor is as successful as she is is because she writes songs which are relatable. Songs that take us back to our first heartbreak, falling in love, discovering who we are. She also has clear values and stands by them, unafraid to call people out when they’re homophobic (You Need to Calm Down), misogynistic (The Man), cruel to her (Look What You Made Me Do) or when the media come for her (Shake It Off). The same values are backed up by action in her personal life as shown by her political discourse, album records, and suing an industry player for sexual assault for $1.

💡The takeaway? To create a dedicated customer fan base, you need to connect with them. Sharing the same values and backing these up with action is a key way to build trust and loyalty.

✨ Be a copycat

Taylor nails this. She so often uses the language other people use when talking about her powerfully. Look at Blank Space. She takes the criticisms often said about her “she dates too much, she’s the crazy girlfriend” and turns it into a hit song. It’s the same with Shake It Off. And Mad Woman. And Lavender Haze. It’s a powerful way to reclaim the narrative and spin it on its head.

💡 The takeaway? The language people use about you is a powerful tool. You can build loyalty by using language from customer reviews (whether they’re 1 or 5 stars) to show who you are and who you serve.

✨ Be innovative

Does Taylor ever sleep? I’m not sure. She is always reinventing both herself and the way things are done in the music industry. The evidence? The Eras Tour where she performs from all her albums in one 3:40 show with each album having its own outfits and colour scheme. She then released a film of the tour, turning it into an event. Beyoncé soon followed suit. She’s not afraid to try new things and take a few risks along the way.

💡The takeaway? Don’t be afraid to do things differently from the rest of your industry. That could be the very thing that leads to your success.

👇 What do you think?

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