""I wanted to overserve the fans in terms of the amount of songs that they were going to hear and how far I was going to push myself," she says in her new docuseries, The End of an Era. As you likely know, she made good on that plan. The Eras Tour show ran three-and-a-half hours, divided into 10 distinct eras covering different albums."
""I wanted to overdeliver. I really wanted to give people more than they expected," she said. "It just really felt like something that I had to do. Because I'm like, 'I know these tickets are going to be hard to get.' I didn't know how hard they would be to get." (The show sold out everywhere, and many fans actually flew to different locations just so they could attend.)"
Taylor Swift intentionally overdelivered for fans by expanding setlists, extending show length, adding eras, rotating songs, inviting guest performers, and staging elaborate illusions. Shows ran three-and-a-half hours across ten distinct eras, with an additional era added after the release of The Tortured Poets Department. She prioritized production scale, physical exertion, and surprises to give audiences more than expected because tickets were scarce and many fans traveled long distances to attend. She described overdelivering as a matter of respect for fans' time and priorities. Overdelivering can impress customers, build loyalty among employees and fans, and strengthen relationships.
Read at Fast Company
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