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Generative Engine Optimization (GEO) Guide

Generative Engine Optimization (GEO) is transforming how brands show up in AI-powered search. Explore insights, strategies, and best practices to help your content rank and resonate across conversational engines like ChatGPT, Gemini, and Copilot.

Explore insights and strategies for Generative Engine Optimization (GEO) to help your brand stay visible and discoverable in AI-powered search.

Generative Engine Optimization (GEO) Blog Collection | Meltwater

Media monitoring helps organizations stay informed about what’s being said across online news, print, broadcast, podcasts, and other media channels. Whether you're tracking brand mentions, measuring PR performance, monitoring competitors, or identifying emerging trends, our expert guides, best practices, and industry insights will help you build a smarter media monitoring strategy and make more informed communications decisions.

Discover expert media monitoring guides, best practices, and industry insights to track brand mentions, monitor competitors, and stay ahead of the news.

Media Monitoring: Guides, Best Practices & Industry Insights

Every day billions of conversations take place on social media: tweets, posts, comments, blogs, reviews, podcasts, and much more.

Learn how to use social listening to make sense of all of that data.

On our social listening category page, you find all our blogs covering topics around social listening and social media monitoring. Read more.

Social Listening Blogs | Category

Business Reputation Management: What does it take to add reputation management to your marketing strategy? More importantly, how do you keep your reputation sparkly and shiny? Here’s your all-access guide to online reputation management for the long term.

On our reputation management category page, you find all our blogs covering topics around business reputation management. Read more.

Reputation Management Blogs | Category

From your brand's logo to your website, your social media presence to your customer support—these elements combined are what constitutes a brand in the minds of customers. But, there are thousands of other businesses that have a logo, website, social media presence, and website. So, how can you position your business on the market and make it stand out from the competition?

The key to success is branding & brand management!

On our brand management category page, you find all our blogs covering topics around brand management. Build your strategy and reach your goals!

Brand Management Blogs | Category

Competitive intelligence and the act of collecting competitive data can be seen as growth drivers for a company. Our guide will help you understand the concept of competitive intelligence (CI) by answering questions such as: What is the definition of competitive intelligence? How is competitive intelligence useful to organizations? What is the goal of competitive intelligence? And more.

On our competitive intelligence category page, you find all our blogs covering topics around competitive intelligence. Learn how to stay ahead.

Competitive Intelligence Blogs | Category

Let’s dive into the customer journey framework and how to optimize the process by creating a customer journey map and using metrics that matter when analyzing the customer journey.

On our customer journey category page, you find all our blogs covering topics around mapping and understanding the customer journey.

Customer Journey Blogs | Category

How do customers interact with my newly launched product?

How do I increase the productivity of my employees?

How do I know if my marketing efforts are working?

We have just two words for you...Data analytics!

On our data analytics category page, you find all our blogs covering topics around AI and data analytics. Technical and still easy to understand.

AI & Data Analytics Blogs | Category

Public relations and media relations can add impact to any marketing strategy. It’s an opportunity for brands to grow their reach beyond traditional sales messages. PR helps to shape the image you want people to have of your brand.

So, what is PR and how do you use it? This guide shows you everything you need to know to build a strong public relations foundation.

On our public relations (PR) category page, you find all our blogs covering public relations and communications topics. Step up your PR game.

Public Relations (PR) Blogs | Category

We all know exactly what the roles of sales or accounting are in a company, right? We might even have a slight idea of what the IT guys are doing.

But there is another business discipline, that plays a crucial role in organizations, even more so during the pandemic – internal communications!

But what exactly do we mean by that, what purpose does it serve and what steps can you take to ensure you and your employees will communicate effectively?

On our internal communications category page, you find all our blogs about internal comms topics. Learn about the intranet, internal newsletters, and more.

Internal Communications Blogs | Category

As the internet has taken root in more areas of our lives — everything from entertainment to shopping to paying bills and more — traditional marketing is becoming less impactful. As any marketer knows, you need to focus on where your audience is if you want to reach them. Since the average person spends about seven hours a day online, it’s no surprise that content has maintained its hold on marketers.

Here's a closer look at what content marketing is and why it matters more than ever in our digital-first economy.

On our content marketing category page, you find blogs about content marketing topics. Learn about strategies, KPIs, tips, and more. Make your content king!

Content Marketing Blogs | Category

The rise of the influencer marketing space – today a $10 billion industry, growing 50% per year – is one of the clearest examples of how social media is transforming traditional marketing. These days having a business website, presence on social, PR coverage, and your own content isn’t enough to compete.

We'll dive into the intricacies of influencer marketing to help ensure that you're equipped with the insights needed to be successful in this space.

On our influencer marketing category page, you find blogs about influencer marketing topics. Build your strategy, find influencers, and measure results.

Influencer Marketing Blogs | Category

Have you just launched a new product or service that you want to get the word out about? Maybe you want to share with consumers why it is awesome and how it is so much better than the one your competitors offer.

Well, then, there is one thing you can't do without...Marketing!

On our marketing category page, you find blogs about marketing topics. Learn about all the different angles and types of marketing and improve your results.

Marketing Blogs | Category

In this guide, we want to give you a peek into the definition of social media management, the daily schedule of a social media manager, social media platforms to promote your business, and the do’s & don’ts of social media management.

Are you ready to begin the journey of becoming a social media superstar?

On our social media management category page, you find blogs about social media management topics. Build and manage your online community.

Social Media Management Blogs | Category

Building a following and using social media platforms to reach a wider audience requires a well-planned social media marketing strategy. In this guide, we’ll be looking at why social media marketing is so essential and how you can make it work for your business.

On our social media marketing category page, you find blogs about social media marketing topics. Learn how to get the highest paid social ROI!

Social Media Marketing Blogs | Category

In the fast-evolving realm of digital marketing and public relations, utilizing the right tools is crucial for success. Our interdisciplinary category showcases all the pertinent tools for digital marketing & PR. These tools help in enhancing your online presence and effectively reaching target groups, whether through reputation management, influencer marketing, or social media management.

On our digital marketing and PR tools category page, you find all our blogs covering topics around mapping and understanding the customer journey.

Digital Marketing & PR Tools Blogs | Category

AI adoption is no longer the challenge—trusted context is. Most organizations have AI tools, but many still rely on disconnected, stale, or unverified data, limiting the quality and trustworthiness of AI-generated outputs. Meltwater MCP brings trusted, real-time intelligence into AI assistants.

Your Best Context is Already in the Room

Today, PR teams aren’t just tracking media coverage and share of voice. They’re also measuring how their brand shows up in AI-generated answers, search summaries, and large language models (LLMs). This new LLM visibility layer is quickly becoming a critical part of PR performance.

15 Must-Have PR KPIs and How to Track Them

See how one platform can power every decision across PR, communications, and marketing.

The Meltwater Blog

Blog Topics: Generative Engine Optimization, Media Intelligence, Media Relations, Social Listening, Consumer Intelligence, Influencer Marketing

Find out how you can leverage Facebook to boost your brand's online presence and gain a competitive edge. Explore the Meltwater category page today!

Facebook Blog | Meltwater

Find out how you can leverage Instagram to boost your brand's visual appeal and gain a competitive edge. Explore our category page today!

Instagram Blog | Meltwater

Find out how you can leverage LinkedIN to grow your professional network and gain a competitive edge. Explore the Meltwater category page today!

LinkedIn Blog | Meltwater

Find out how you can leverage TikTok to elevate your brand with creative content and gain a competitive edge. Explore the Meltwater category page today!

TikTok Blog | Meltwater

Find out how you can leverage X / Twitter to engage your audience effectively and gain a competitive edge. Explore the Meltwater category page today!

X / Twitter Blog | Meltwater

Find out how you can leverage YouTube to create engaging video content and gain a competitive edge. Explore the Meltwater category page today!

YouTube Blog | Meltwater

Find out how you can leverage LinkedIn to grow your professional network and gain a competitive edge. Explore the Meltwater category page today!

Every day billions of conversations take place on social media: tweets, posts, comments, blogs, reviews, podcasts, and much more.
Learn how to use social listening to make sense of all of that data.

From your brand's logo to your website, your social media presence to your customer support—these elements combined are what constitutes a brand in the minds of customers. But, there are thousands of other businesses that have a logo, website, social media presence, and website. So, how can you position your business on the market and make it stand out from the competition?
The key to success is branding & brand management!

What Is Data Analytics?
How can I grow my business? 
How do customers interact with my newly launched product?
How do I increase the productivity of my employees?
How do I know if my marketing efforts are working?
We have just two words for you...Data analytics!

Public relations and media relations can add impact to any marketing strategy. It’s an opportunity for brands to grow their reach beyond traditional sales messages. PR helps to shape the image you want people to have of your brand.
So, what is PR and how do you use it? This guide shows you everything you need to know to build a strong public relations foundation.

We all know exactly what the roles of sales or accounting are in a company, right? We might even have a slight idea of what the IT guys are doing.
But there is another business discipline, that plays a crucial role in organizations, even more so during the pandemic – internal communications!
But what exactly do we mean by that, what purpose does it serve and what steps can you take to ensure you and your employees will communicate effectively?

As the internet has taken root in more areas of our lives — everything from entertainment to shopping to paying bills and more — traditional marketing is becoming less impactful. As any marketer knows, you need to focus on where your audience is if you want to reach them. Since the average person spends about seven hours a day online, it’s no surprise that content has maintained its hold on marketers.
Here's a closer look at what content marketing is and why it matters more than ever in our digital-first economy.

The rise of the influencer marketing space – today a $10 billion industry, growing 50% per year – is one of the clearest examples of how social media is transforming traditional marketing. These days having a business website, presence on social, PR coverage, and your own content isn’t enough to compete.
We'll dive into the intricacies of influencer marketing to help ensure that you're equipped with the insights needed to be successful in this space.

Have you just launched a new product or service that you want to get the word out about? Maybe you want to share with consumers why it is awesome and how it is so much better than the one your competitors offer.
Well, then, there is one thing you can't do without...Marketing!

In this guide, we want to give you a peek into the definition of social media management, the daily schedule of a social media manager, social media platforms to promote your business, and the do’s & don’ts of social media management.
Are you ready to begin the journey of becoming a social media superstar?

The buzzy agency office atmosphere was always part of what made agency life special. Bouncing ideas off each other, working together on campaigns, celebrating successful pitches, commiserating when it didn’t go well. It could be a lot of fun.

But the pandemic changed all that and, just like many businesses around the world, a lot of agencies began to embrace the benefits of allowing staff to work from home. There’s no doubt that giving people that flexibility can be great for the individuals as well as the agencies, but has something been lost in the process? Do agency teams still enjoy that mutual sense of purpose and collaborative creativity that were fostered in a shared working environment?

Let’s talk about the upside first of all. The first benefit of remote working is that it gives agencies access to a much wider talent pool, since they are no longer limited to hiring employees who live within commuting distance of an office.

Given the eye-watering cost of living in a major city these days, it stands to reason that a lot of people are choosing to live in more affordable areas, and agencies which are based in those large cities would previously have missed out on all that talent.

And that brings us onto the next advantage: happier, more productive staff. Working from home saves people a significant amount of time every day, not to mention money. It’s also easier for them to take care of all kinds of life admin and personal stuff that is so much trickier when you’re away from home for up to 12 hours a day. Net result, they’ve got more energy, they’re more focused and productive at work, they feel happier and healthier, which means they’re less likely to look for a different job.

It’s not just the agency employees who save money by working from home. Having fewer people working in an office can significantly reduce costs for the agency, especially if it’s able to downsize to a smaller place. Commercial rents aren’t cheap and, if your square footage requirements can be lowered then you can make big savings.

By decoupling headcount from office space, scalability also becomes easier. OK, agency growth isn’t often specifically limited by how many people you can fit into your office, but being able to scale up or down without worrying about whether you’ve got enough space (or you’re paying for too much) can make life easier for agency bosses trying to navigate through ever changing economic cycles. 

We live in a golden age of technology, and it’s easy to forget that being able to instantly jump on a high-definition video call with colleagues all over the world is incredible. But the unique magic that happens in a creative brainstorm is kind of lost on a Zoom call, it’s just not the same as hunkering down in a meeting room full of pizza and Red Bull and throwing ridiculous ideas at each-other until somehow, eventually, something brilliant happens. 

And it’s not just the big brainstorms that lose something through remote work. All those little interactions and casual conversations that used to take place in an office would often spark new ideas, which doesn’t happen in a world where you only talk to colleagues in a planned, deliberate way, when there’s a specific topic to address.

This also makes it hard to build and maintain any kind of company culture. Agency staff no longer go for lunch together, drinks after work, or any of the other social activities that helped forge stronger teams. In some businesses this might not be a problem - you don’t have to be friends with your coworkers - but in agencies there’s usually a strong social aspect to the working environment, and the resulting company culture is often part of what clients buy into.

Although not always the case, some remote workers report difficulties in creating a healthy work/life balance when they work at home, because at the end of the working day it’s harder to mentally switch off from work as they’re still in the same environment. This, of course, can lead to unhappy, less productive staff.

As always, there’s no clear solution to find the perfect balancing act: it really depends on the individual agencies to find a way that works for them. Hybrid-working is currently being touted as the best compromise, with workers being given the flexibility to work from home a few days a week and attend the office for the rest of the time.

The research organization, Gallup, has looked closely at this issue and concluded that remote collaboration is demonstrably less effective than working together in-person, and suggests that the best approach is to standardize two or three working days a week in the office, which it claims boosts team engagement and wellbeing.

Does Working From Home Work for PR and Marketing Agencies?

The first three months of 2023 have seen some particularly interesting developments in the world’s connected behaviours.

As ever, our new Digital 2023 April Global Statshot Report – published in partnership with Meltwater and We Are Social – brings you all the latest data and analysis you need to make sense of these changes, and understand how they might affect you and your work.

And in addition to all of our usual datasets, we’ve also included a special study on the use of connected tech in the workplace, which will be of particular interest to B2B marketers, HR teams, and internal comms managers.

⚠️ Important advisory: significant changes

The complete Digital 2023 April Global Statshot Report

Tip: Take a look at The Global State of Digital in July 2023, at the Digital 2023 October Global Statshot Report, and at The Changing World of Digital in 2023.

Some of the trends to watch out for in this latest Statshot report include:

A new milestone for internet adoption in India;

Further declines in the time that the world spends online;

Insights into how businesses are using social media for marketing;

Intriguing trends in social media ad spend;

Accelerating internet connection speeds; and

The social media platforms driving the greatest share of web traffic referrals

That’s just a brief taster of the insights you’ll find in the full report though, which is packed with 300+ slides exploring what people are really doing on the internet, social media, mobile devices, and online shopping platforms.

In addition to thanking We Are Social and Meltwater for making these reports possible, I’d also like to offer my heartfelt thanks our wonderful data partners, without whom the Global Digital Reports series would be a lot less informative:

Before we begin this quarter’s analysis, please note that there have been widespread and significant changes to the source data that we include in the Global Digital Reports series over recent weeks:

We’ve changed the way that we label our headline metric for global social media use to “social media user identities”, to make it clearer that this figure may not represent unique individuals.

GWI has modified its survey methodology to facilitate more consistent comparison across cultures. These changes ensure that GWI’s data is even more robust than ever, but the updates have also resulted in meaningful adjustments to the figures in many of our regular datasets. As a result, please beware of comparing figures included in this quarter’s report with data published in previous reports in this series.

We’ve also seen incongruous trends in the data published in the ad tools of various social media platforms over recent weeks. We’ll explore some of these changes in detail below, but please note that these changes also affect our overall figures for social media user identities, which use these ad reach figures as a key input.

Due to increasing incongruities in source data, we’ve changed the sources that we use to inform and calculate key metrics for Indonesia. As a result, the figures that appear in our latest update may appear lower than those that appear in our previously published reports. However, these changes reflect revisions in data, and do not represent a drop in actual use of connected tech in the country.

For further details, please refer to our comprehensive guide to changes in data sources, research methodologies, and reporting approaches.

If you need quick insights, I’d recommend starting with the video below, which will help you understand all of this quarter’s top headlines and trends in just 10 minutes.

But once you’ve finished watching that, read on below for the full report.

You’ll find this quarter’s complete report in the embed below (click here if that’s not working for you), but continue reading past that to find our in-depth analysis of what all these numbers might mean for you and your work.

As always, let’s begin with the latest essential headlines for the adoption and use of digital around the world.

For context, the world’s population had reached 8.03 billion at the start of April 2023. That figure was just under 1 percent higher than the figure for the same time last year, with the world’s population growing by 69 million over the past 12 months.

GSMA Intelligence reports that there are now 5.48 billion unique mobile subscribers around the world, equating to 68.3 percent of the world’s total population. That total grew by almost 3 percent over the past year, thanks to the addition of 152 million new subscribers. For added perspective, Ericsson reports that there are now roughly 6.9 billion smartphones in use around the world, and these devices account for more than 5 in every 6 mobile handsets in use today.

The latest data indicate that there are now more than 5.18 billion individuals using the internet, equating to 64.6 percent of the world’s population. Kepios analysis reveals that 147 million people started to use the internet in the 12 months to April 2023, but delays in the reporting of internet research mean that growth may be meaningfully higher than this figure suggests.

The worldwide number of active social media “user identities” reached 4.80 billion in April 2023. This figure may not represent unique individuals, because the data we use to inform this total inevitably includes a certain degree of duplication and “false” accounts. However, for ease of comparison, that total is now tantalisingly close to 60 percent of the world’s population. Social media use continues to grow too, with 150 million new user identities over the past year delivering annual growth of 3.2 percent.

That’s a great overview of the current “state of digital”, but the real insights come when we start to  explore the underlying trends.

The latest data reveal that more than half of India’s population now uses the internet.

A recent report from Nielsen indicates that the number of internet users in the country reached 720 million at the end of 2022, equating to 50.5 percent of the country’s total inhabitants.

Interestingly, Nielsen’s report highlights that India’s rural areas are now home to 44 percent more internet users than its urban areas, and that rural areas are also responsible for most of the country’s internet user growth.

The latest figures point to 425 million internet users in rural areas, with that figure increasing at an annual rate of roughly 30 percent.

Meanwhile, India’s urban areas are home to 295 million users, with that figure currently growing by roughly 10 percent per year.

For added clarity, India’s government defines rural areas as locations with fewer than 5,000 inhabitants and fewer than 400 people per square kilometre, where more than 25 percent of the male population is engaged in agricultural pursuits.

Encouragingly, the report also reveals that India’s female internet user population is growing at a rate of 27 percent per year.

However, data from the ITU and GSMA Intelligence indicates that India’s male internet users continue to outnumber their female peers by a significant margin, and there’s still a long way to go before India closes its digital divide.

For added context, our analysis of the latest data suggests that women may account for as little as 30 percent of India’s social media users, even in April 2023.

Moreover, despite encouraging growth in internet users, India is still home to the world’s largest “unconnected” population, and more than 700 million people in the country are still waiting to come online at the time of writing.

Similarly, while India will soon become home to the world’s largest overall population, the country still has a long way to go before it can claim the world’s largest connected population.

China still has a firm grip on that title, with data in CNNIC’s latest report putting internet user numbers in the country at 1.07 billion.

More than 350 million people in China remain “unconnected” too, so the country still has plenty of potential for continued digital growth.

GWI’s latest wave of research indicates that the amount of time the world spends online continues to decline.

It’s worth highlighting that the latest figures have been impacted by the changes to GWI’s methodology that we highlighted above.

However, our analysis – together with that of GWI’s own trends team – suggests that the continued downward trend isn’t just the result of these methodology updates.

The latest figures reveal that the typical internet user now spends an average of 6 hours and 35 minutes per day using connected tech.

That worldwide average is down by 2 minutes per day compared with the figure that we reported in our Digital 2023 Global Overview Report back in January, equating to a quarter-on-quarter decline of half a percent.

Meanwhile, GWI’s data indicates that internet users have reduced their online activities by an average of 18 minutes per day since this time last year, resulting in a year-on-year reduction of 4.4 percent.

If you’d like to know more about what’s driving this trend, we explored potential reasons for these declines in our detailed Digital 2023 Deep-Dive. 

But while these changes in the time that we spend online are important, it’s also worth putting the latest figures in perspective.

For example, we’re still spending an average of over 6½ hours per day using the internet, which is more than twice as much time as we spend watching television.

Moreover, the current average suggests that the world will still spend a combined total of 1.4 billion years of cumulative human existence using connected tech in 2023 alone.

So, while we may be spending less time on the internet, there’s nothing to suggest that the internet is becoming any less important in our lives.

Meanwhile, data reveals that it now takes less time for us to access the content that we want when we do go online, with analysis from Ookla revealing that internet connection speeds have increased significantly over recent months.

Mobile bandwidth has jumped by a third over the past year, with the worldwide median reaching almost 40 Mbps in February 2023.

The Global State of Digital in April 2023

Wondering how the 2023 March Madness hype played out online? As the college basketball tournament gains more fans each year, the digital conversations surrounding it hold a lot of insights for sports industry brands. We used our social listening solution to look at what NCAA Division I basketball tournament topics got everyone’s keyboards clattering. 

Tip: Read our social listening analysis of the 2024 tournament.

March Madness is the annual championship basketball tournament for teams in the top competitive tier of the National Collegiate Athletic Association (NCAA), the main governing body of college sports in the United States, as well as some schools in Canada. 

Happening primarily during (you guessed it) March, the games draw millions of television viewers every year. This year’s women’s Final Four was ESPN’s most-watched ever, drawing 4.5 million viewers per game and rocketing to 9.9 million viewers for the final. On the men’s side, about 9.4 million people watched each of the semi-final games. (Final numbers for the men’s final were not yet released as of this writing.)

Here’s some of what our social and media intelligence analysis found about the online conversation about March Madness this year. 

From when the women’s and men’s tournaments began in mid-March through the finals on April 3 and 4, there were nearly 4 million mentions of March Madness-related keywords, phrases, and hashtags. About 170,000 of those came from Texas (where the finals took place), which racked up more mentions during the tournament than any other state. It was followed by California — home to the second-place men’s team, San Diego State — and Florida — which had two teams in the men’s Final Four, Florida Atlantic University and the University of Miami.

Interestingly, Ontario had the 23rd-most March Madness mentions, ahead of Alabama and New Jersey, which both had teams that advanced to the men’s Sweet 16 round. This may be because, according to the CBC, more Canadian athletes competed in March Madness this year than ever before. Laeticia Amihere, who hails from Mississauga, Ontario, even made it to the Final Four with the South Carolina Gamecocks. 

Learn more about the rise of satellite fan bases in our 2023 Industry Snapshot: Sports.

Following the trend of television viewership, there were more online mentions of the men’s tournament than the women’s. However, as the series advanced into its final games, there were three days on which the conversation about the women’s tournament surpassed the men’s, including during the women’s final game on April 2. 

Interestingly, though the conversation of the women’s tournament was smaller, it included more mentions of the words “assists” and “rebounds”. This could suggest that people are more likely to talk about specific plays and teamwork in women’s college games, while conversations about men’s college games are more likely to mention shots and points.

Though the men’s tournament generated more mentions than the women’s, Iowa Hawkeyes point guard Caitlin Clark was mentioned 93,000 times during March Madness, more than any other player, man or woman. On the day of and after the women’s final game, conversations about Angel Reese, point guard on the LSU Tigers winning team, began to catch up with 31,000 mentions compared to 36,000 of Caitlin Clark, whose team came in second. 

When it comes to schools, the home of the champion men’s team came out on top. There were 180,000 mentions of UConn (University of Connecticut) and another 35,000 of Huskies, the school’s mascot and team name. 

Learn more about the top athletic entities in our sports industry report.

Often the top sponsor of March Madness teams, Nike and its brand Jordan sponsored 40 men’s teams and 44 women’s teams this year, according to the Sports Business Journal. That spread paid off in the highly-watched final games, with both women’s teams and the champion UConn men’s team sporting the famous swoosh on their jerseys. Meanwhile, UConn’s opponents, the San Diego State men’s team, displayed the arguably just as famous Jumpman logo. By comparison, Under Armour sponsored nine women’s teams and 11 men’s teams, while Adidas sponsored 17 men’s teams and 15 women’s teams. 

With so much visual representation on the court, it’s safe to say that Nike was the brand that won March Madness. Our logo detection comparison analysis shows just how large that win was. Throughout the tournament, Nike’s logo was featured more than those of the other sponsors in images across news, blogs, and Reddit. 

Without a doubt, March Madness 2023 shows just how much attention and interest college sports draw in North America. With Meltwater's social intelligence solutions,  marketers and brands are better able to get in on the conversation.

Interested in learning more about rising sports industry trends across the world? Download our 2023 Industry Snapshot: Sports to get the latest data and insights.

March Madness 2023: Top Conversation Topics and Trends

Any business can claim to provide the best product, lowest prices, or greatest service. But it’s the customer experience (CX) that really sets companies apart. While this can be hard to quantify, it’s becoming increasingly important for businesses to understand the experiences they deliver as well as CX trends that will define how customers perceive your business. That’s where customer experience statistics come in handy.

Customer experience statistics (especially recent ones from 2021 and 2022) give you data-driven insights into what’s important to customers. Even if you think you’re delivering great experiences and hitting on all of your customers’ wants and whims, CX statistics might show you new ways to improve.

We’ve rounded up the most eye-opening customer experience statistics from 2021 and 2022 so you can make CX a greater priority in 2023. Let’s dive in!

General Statistics on Customer Experience

Personalization Statistics Customer Experience

Must-Know CX Statistics for Customer Service

How to Improve Your CX Statistics with Data

Customer experience has become a competitive advantage for a growing number of businesses. These general statistics on customer experience show just how important CX has become.

73% of customers share that they take into account the experience when making purchasing decisions. (PWC)

Customer experience is the new competitive advantage, with two-thirds of companies competing on experience alone. (Gartner)

Only 44% of companies plan on increasing their investments in CX in the coming year — potentially leaving plenty of opportunities on the table for the companies who are investing in better experiences. (SuperOffice)

Customer experience is the number one priority for 45.9% of businesses over the next five years, beating pricing strategies and products for the third time in a row. By comparison, only 20.5% say pricing is their main focus, while 33.6% are focusing on product. (SuperOffice)

Billion-dollar companies that invest in customer experience can expect an additional $700 million in revenue within three years. For SaaS companies, the increase is closer to $1 billion in revenue. (Temkin Group)

The mobile experience remains a top concern — 66% of shoppers say a poor mobile experience harms their opinion of a brand, while 55% of shoppers are less likely to engage with the brand. (SuperOffice)

86% of buyers share they are willing to pay more for a great experience. The more expensive the item, the more people are willing to pay. (PWC)

63% of customers say they’d be willing to share more personal information with companies that offer a great experience. (PWC)

One in three customers says they will drop a brand altogether after just one bad experience. (PWC)

The majority of US consumers say the experiences at most companies need work. (PWC)

These CX statistics give businesses plenty of food for thought. It’s no question that a great customer experience can lead to increased customer retention, customer satisfaction, and opportunities for growth. Decision makers can use this information to justify investments in a CX strategy that will serve as a critical brand differentiator.

The Meltwater Blog

Does Working From Home Work for PR and Marketing Agencies?

The Global State of Digital in April 2023

March Madness 2023: Top Conversation Topics and Trends

Customer Experience Statistics You Should Know About

UK Social Media Statistics [Updated 2023]

The Changing World of Digital in 2023