How I 16X’d engagement and 6X’d reach in 2024 (plus 1.8X’d my email list)

Written By Ruth Hartt

Last January, I asked myself, “How can I spark broader conversations on customer centricity in the arts? How can I bring its transformative power to more of the sector?”

I set a SMART goal of reaching 5,000 LinkedIn followers (nearly twice what I was starting with) and doubling my LinkedIn reach by the end of the year. To achieve this, I doubled down on a customer-first approach:

👂 I created more opportunities to listen. I focused on understanding what my audience cared about, where they were struggling, and what they were hoping to achieve. What I learned from followers, subscribers, and clients guided my content.

📍 I kept the customer journey in mind. From sparking curiosity to earning trust, every piece of content had a purpose.

🗒️ I simplified my message. I ditched technical jargon and focused on speaking plainly—no more complex business theory.

🎯 I prioritized being helpful. This framing of relevance kept me focused on highlighting a useful resource or insight in every piece of content, instead of egocentric messaging that highlighted my achievements.

Did it work?

On December 30th, I not only met my goal, I smashed it in ways that surprised even me:

👥 Followers grew by 42% to exceed my 5k goal

🌐 Reach expanded by 530%

📈 Engagement jumped 1,554%

📊 Impressions reached nearly 370k—a 973.7% increase from 2023

(Added bonus: My email list grew by 80%, and website traffic increased 25% 🔥🔥.)

But this isn’t about me—it’s about how YOU can take these insights and transform the way your arts organization engages with its audience in four simple steps.

This approach doesn’t just work for LinkedIn—it’s a proven strategy with measurable impact for both for-profits and the arts sector.

When an arts organization adopts a customer-centric approach, the results are transformative. Audiences feel seen, heard, and valued, and they respond with loyalty and enthusiasm.

That’s what happens when you put people at the center of everything you do. And it’s the same principle that underpins my G-O-L-D framework for audience growth:

  • Gather customer insights

  • Optimize your value proposition

  • Leverage the customer journey

  • Deliver customer-focused value

My year on LinkedIn offers just a little more proof that customer centricity works—not just in theory, but in practice.

Hey, if I don’t practice what I preach, who will? 😉

Want more on how to implement a radically customer-first model at your arts organization? Start here.

Ruth Hartt

Ruth is a former opera singer who swapped the stage for the world of business innovation. Now she helps cultural organizations achieve radical growth by championing a radically customer-first model.

Combining her background as an artist with eight years as Chief of Staff at the Clayton Christensen Institute for Disruptive Innovation—a globally recognized authority on business and social transformation—Ruth helps visionary arts leaders dream big, think boldly, and redefine what’s possible.

A sought-after speaker, Ruth equips arts organizations with the strategies they need to adapt, engage new audiences, and thrive in a rapidly evolving landscape.

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