Taylor Swift Case Study: How she uses social media to connect with her ‘friends’



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You likely know someone going to a Taylor Swift concert this year. Her world tour is playing to sellout stadiums of 70,000 people. She’s not just a singer. She’s a brand. The way that Taylor Swift creates connections with her fans is nothing short of magic. With 200 million followers on social media, she has transformed the notion of fandom, elevating it to a level of friendship that most artists can only dream of. 

It’s true that Taylor’s social media presence is a well-oiled machine, operated by a team of dedicated professionals. But make no mistake, it’s her vision that guides the ship, her direction that sets the course, and her final say that ensures her brand is always portrayed in the most authentic and heartfelt way possible.

Through her posts, Taylor invites us into her world, sharing her ups and downs, her joys and sorrows, her triumphs and setbacks. She’s not afraid to be vulnerable, to show us the raw, unfiltered version of herself, flaws and all. And that’s what makes her so relatable, so lovable, so uniquely Taylor.

Taylor Swift Case Study

In a world where authenticity is often sacrificed for likes and followers, Taylor remains steadfastly true to herself and her values.

She uses her massive platform not just to promote her music and projects, but to speak out on issues that matter to her, from social justice to mental health to politics.

Taylor Swift is more than just a pop star. She’s a beacon of hope, a ray of sunshine, a friend to millions. And as long as she continues to share her heart with us, we’ll keep on following her lead, wherever it may take us.

The power of Taylor Swift in 2023

The Phenomenal Success of Taylor Swift's Eras Tour and Her Impact on the Music Industry.

Taylor Swift case study

As Taylor Swift’s Eras Tour kicked off, fans from all corners of the world gathered, their excitement palpable. This tour, Swift’s first in five years, is anticipated to set records, potentially grossing over $520 million. Such has been its impact that cities hosting her concerts have seen an economic boom, with Philadelphia recording its “strongest month for hotel revenue” since the pandemic and Chicago setting a record for hotel room occupancy.

Drawing parallels to the iconic Beatlemania of the 1960s, one must wonder: What drives fans to brave traffic and pay exorbitant prices for a glimpse of Taylor Swift live? The answer lies in her artistry. More than just music, Swift’s shows are extravagant productions, with dynamic elements tailored to each song. A Canadian fan described the experience as akin to a “Super Bowl that occurs thrice a week for two years.”

Fan engagement doesn’t stop at the concerts. 

Swift’s admirers, known as “Swifties,” showcase their devotion by dressing in elaborate costumes inspired by Swift or her music. Moreover, despite advancements in speaker technology, Swift’s popular songs, like “22” and “Blank Space,” often see her voice being drowned out, not by technical issues but by the chorus of fans singing along.

Taylor’s connection with her fans is not just through her concerts. The pandemic saw many artists retreat, but not Swift. She released multiple albums during this period, shifting her musical genre and continuously engaging with her fans. This prolific output not only kept her fans entertained but also provided a respite from the isolating effects of the pandemic.

In 2019, Swift’s public battle over the rights to her master recordings led her to rerecord her first six albums. 

This move was supported overwhelmingly by her fans, with the rerecorded versions surpassing the stream counts of the originals. This fierce loyalty is testament to Swift’s impact on her fans’ lives.

Swift’s relationship with her fans is further deepened by her unique marketing strategy. She drops subtle hints and clues about her next moves, turning her brand into an interactive game. Fans eagerly dissect her music videos, social media posts, and more to decode these clues. This “gamification” of her brand has created an anxiously waiting and dedicated fanbase.

Swift’s appeal isn’t limited to her music and marketing strategies. 

She’s also a master of forging genuine connections. Despite her massive success, she remains relatable, primarily through her lyrics. Swift has written or co-written every song she’s released, with her lyrics reflecting genuine human experiences – love, heartbreak, and everything in between.

In an era of fleeting internet fame, Swift’s consistent connection with her fans proves she’s not just a passing trend but an enduring icon in the music industry.

Taylor Swift comes to Toronto

Taylor Swift has finally announced she’s is coming to my hometown, extending her tour with six dates in Toronto in the fall of 2024. With 460 days notice, her six nights sold out within hours. There was a lottery to be part of the ticket process. And immediately, tickets have gone on sale via resellers for $2000. That’s the power of Taylor Swift in 2023.

Taylor is becoming her own economy. Within hours of her concert tour announcement, Toronto hotel searches spiked.

Taylor Swift’s “Eras Tour” has caused an unprecedented surge in Toronto’s hotel searches, with an 8,000% increase observed just days after the tour announcement. 

Expedia reported a significant rise in both hotel and flight searches for November 2024, corresponding with the tour dates. Swift’s shows are scheduled at the Rogers Centre for two weekends in November, leading to more than 5,000% rise in flight searches for the first weekend and over 2,000% for the second. Hotel availability appears scarce for the mentioned dates; however, Expedia clarifies this might be due to hotels still updating their inventory for the period. Some hotels are reportedly charging exorbitant prices, leveraging the high demand. 

For instance, a downtown hotel listed on Expedia is charging almost double its regular rate for dates coinciding with Swift’s concert. Experts warn of potential price gouging and forecast a significant economic boost for the city.

Taylor Swift social media

Let's use our smart strategic thinking model to delve into the brilliance behind Taylor's enduring success.

Taylor Swift’s success over the past decade is nothing short of phenomenal. While other superstars have fallen by the wayside, she has continued to reign supreme, capturing the hearts of millions of fans around the world. So, what’s her secret? 

First and foremost, Taylor has always had a clear vision of what she wants for her brand. From the very beginning, she knew she wanted to be more than just a musician. She wanted to connect with her fans on a deeper level, to create a sense of community that transcended music. And she’s achieved that, and so much more.

Second, Taylor has invested significant resources in a strategic program that has helped her to achieve her goals. From her social media strategy to her meticulously planned album releases, every move she makes is part of a larger, carefully crafted plan.

Third, Taylor has always been laser-focused on identifying opportunities and capitalizing on them. She’s not content to rest on her laurels or repeat what’s worked in the past. Instead, she’s always looking for ways to push the boundaries, to try new things, and to take risks.

Taylor Swift tries to act like her fans would expect.

Fourth, Taylor’s breakthrough market impact is undeniable. She’s not just a musician, she’s a cultural phenomenon. Her influence can be felt in everything from fashion to politics to social media. She’s a force to be reckoned with, and she’s not going anywhere.

Finally, Taylor has consistently delivered performance results that pay back in spades. She’s sold millions of records, won countless awards, and built an empire that shows no signs of slowing down. And through it all, she’s remained true to herself and her values, inspiring countless fans to do the same.

In short, Taylor’s brilliance lies in her ability to set a vision, invest in a strategic program, identify opportunities, leverage breakthrough market impact, and deliver performance results that pay back. It’s a winning formula that’s fueled a decade of momentum, and shows no signs of slowing down anytime soon.

Five elements of strategic thinking that explain Taylor Swift's momentum plan.

1. Set a vision of what you want

While every pop star dreams of having #1 hits and sold-out shows, Taylor Swift is different. She’s not just in it for the fame and fortune. She wants to be seen as a small-town girl living a big city celebrity life. Despite her massive success, Taylor has always remained grounded and relatable. She wants her fans to see her as one of them, someone who worked hard to achieve her dreams and never forgot where she came from.

Whether she’s singing about lost love or hanging out with her besties, Taylor always comes across as authentic and genuine. She’s not afraid to be vulnerable or share her struggles with her fans. And that’s what makes her so special. In a world where celebrities can seem distant and unapproachable, Taylor is a breath of fresh air. She’s proof that you can be successful without sacrificing your authenticity. And that’s why her fans love her so much.

2. Invest resources in a strategic program

Taylor Swift’s most loyal fans are young women who are just starting to discover life. They’re navigating the ups and downs of growing up, and Taylor is right there with them every step of the way.

She doesn’t treat her fans like distant admirers. Instead, she sees them as new friends along for the ride. She uses social media to show them that even though she’s living a crazy celebrity life, she’s still doing ordinary things just like them.

Taylor understands that her fans want to feel connected to her on a personal level. That’s why she uses face-to-face events to shock a few lucky fans. It’s a way of making everyone feel closer to Taylor and reminding them that she’s just a regular person like them.

Whether she’s baking cookies or hanging out with her cats, Taylor’s social media presence is all about showing her fans who she really is. She’s not afraid to be vulnerable or share her struggles, and that’s what makes her so relatable.

For young women who are just starting to discover life, Taylor is a role model and a friend. She’s proof that you can be successful without sacrificing your authenticity, and that’s a message that resonates with her fans. They’ll always be there for her, just as she’ll always be there for them.

3. Focus on an identified opportunity

Taylor Swift’s social media game is unmatched. She knows how to connect with fans in a way that feels personal and genuine. Whether she’s leaving surprise notes on fans’ Instagram posts or randomly showing up at their most personal moments, Taylor’s impact is immeasurable.

Her writing style is like a conversation between friends, and when a teenager realizes that someone with 100 million followers is on their page, it’s a moment they’ll never forget.

Taylor takes face-to-face drop-ins to the next level, surprising fans by showing up at their weddings or other special occasions. Can you imagine the joy of having Taylor Swift at your wedding, hugging you and chatting like old friends?

But Taylor doesn’t stop there. She takes the time to study her fans’ social media pages and create bespoke gifts for them. She even writes hand-written notes, just like a true friend would do. And when she visited one long-term fan, she didn’t just bring gifts for her son. She spent two hours playing with him, just like any good friend would.

Taylor’s ability to connect with her fans on such a personal level is truly remarkable. It’s what sets her apart from other celebrities and makes her an inspiration to millions. She’s not just a pop star, she’s a friend to her fans, and that’s why they love her so much.

4. Leverage a breakthrough market impact

With each program, Taylor comes off as open, authentic, and genuine, who loves connecting with her fans. In a cluttered world of social media, her perfect image remains the “normal girl doing normal things anyone might do.” Her image has allowed her to overcome any natural pain points a celebrity goes through. 

She has had many bad personal relationships. What would a normal girl do when she breaks up? Write a song about what a jerk each guy was. She took on Apple over low royalty payments. Apple backed down. And then, Taylor did an Apple TV ad. Taylor pulls off everything with ease her squeaky clean image allows her to do. 

5. Performance result that pays back

Taylor Swift is the epitome of open, authentic, and genuine. She loves connecting with her fans, and it shows in everything she does.

In a world of social media where everyone is trying to portray a perfect image, Taylor remains refreshingly relatable. She’s just a normal girl doing normal things, and her fans love her for it.

Even when she’s faced with personal pain points, like bad relationships or low royalty payments, Taylor handles it all with grace and ease. She writes songs about her exes and takes on giants like Apple without losing her cool.

Her squeaky clean image is a testament to her authenticity. 

She’s not afraid to be vulnerable or share her struggles, and that’s what makes her so relatable. She’s a role model for young women everywhere, showing them that you can be successful without sacrificing your values.

And when she takes on a new project, like an Apple TV ad, she does it with ease. Her brand image allows her to overcome any obstacle, and she does it all with a smile on her face.

Taylor Swift is more than just a pop star. She’s a friend, a role model, and a champion for authenticity in a world that can often feel fake. Her fans will always love her for who she is, and that’s a testament to her true and genuine spirit.

Taylor Swift instagram

Examples how Taylor has surprised her fans

Brand strategy

How to write smart strategic objective statements to build a plan around your situational strategy

Using our model for how to write a smart strategic objective statement, let’s look at how the four elements – a) strategic program b) focused opportunity c) market impact and the expected performance result – play out:  

Writing a situational strategic objective statement with the a + b + c + d model

A: Build a strategic program that deploys one of your key resources (financial, people, time or partnerships) against the situation.
B: Find a focused opportunity to enhance or fix one area of your brand. For example, this could be your brand positioning, advertising, media, innovation, claims, retail, consumer experience or organizational culture. Or, you could also look at pricing, costs, investment decisions or product lineup.
C: Achieve a market impact that directly addresses the brand situation, one of: keep the momentum going, fix it, realignment or a start-up situation.  
D: Then, achieve a performance result that puts the brand in a better position for the future, either driving one of the eight power drivers or one of the eight profit drivers. 

Examples of writing situational strategic objective statements for Taylor Swift’s continuing to drive momentum plan

Use intimacy of a social media to get closer to fans (a) using well-placed social media comments and face-to-face surprise events (b) to build a core base of loyal brand lovers that help maintain her momentum (c) and drive higher album and concert sales (d).

Invest time in building deeper, and more meaningful songwriting (a) that repositions Taylor as a more mature “indie artist” (b) which will realign her image (c) to maintain a tight bond with her most loyal fans, as Taylor and her fans get older together (d).

Taylor Swift brand plan


Recording superstar, who is a small-town girl living the big-city celebrity life. 


#1 songs, concert sales, social media followers, video views.

Key issues: 

  1. First, how do we stay connected with our most cherished fans, who see themselves as friends of Taylor?
  2. Next, how do we continue Taylor’s star power momentum, as Taylor’s core base of fans moves into their 20s and 30s?


  1. First, use intimacy of a social media to get closer to fans using well-placed social media comments and face-to-face surprise events to build a core base of loyal brand lovers that help maintain her momentum and drive higher album and concert sales.
  2. Then, invest time in building deeper, and more meaningful songwriting that repositions Taylor as a more mature “indie artist” which will realign her image to maintain a tight bond with her most loyal fans, as Taylor and her fans get older together.


Maintain strong following. Engage with fans directly on social media. Create surprise and delight events. Use quick videos to show Taylor’s behind-the-scenes life (small-town girl living a big-city celebrity life). Finally, stand up on key issues such as bullying and the rights of artists.

Taylor Swift is the ultimate business woman

Taylor Swift is the second richest self-made woman in music, with an estimated net worth of $740 million, according to a list Forbes published Thursday.

The 33-year-old “Karma” singer has surpassed Madonna, who reportedly has a net worth of $580 million, as well as Beyoncé at $540 million.

Swift occupies the No. 34 spot overall on the “America’s Richest Self-Made Women” list, with wealthy companies, including No. 13 Oprah Winfrey ($2.5 billion), and No. 1 seed Diane Hendricks ($15 billion) of ABC Supply, the largest wholesale distributor of roofing materials in the US.

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