Apple has the best understanding of their customer base than any other technology company in our industry
Yesterday, Apple announced a record quarter where it became the third company to bring in more than $100 billion in a single quarter. The achievement is pretty remarkable given the timing. We are in an unprecedented global pandemic, where economic uncertainty is concerning, consumer confidence is shaky, and Apple and their carrier retailers having to close stores or limit capacity.
Those who recall the last major recession of 2008-2009 may remember that Apple was an anomaly during that recession. They continued to grow and shatter sales records despite a deep recession. At that time, the smartphone, or namely the iPhone, was one of the most talked-about products in the tech industry, so it was not a total surprise for me that Apple did so well in that recession, although it confounded Wall St. analysts. This time around, Apple was up against even tougher odds to have produced a record quarter, and sure enough, they crushed it. Their many markets and consumer dynamics that I think played a role in Apple’s monster quarter. Still, the thing that really stands out to me is Apple’s ability to have impeccable timing.
I firmly believe, Apple has the best understanding of their customer base than any other technology company in our industry. This does not mean Apple has been right about their customers or market 100% of the time, but they are extremely precise when you look at the body of decisions they have made regarding anticipating demand. If anything, they misread the market because they underestimated demand, not because they overestimated it.
Another unique element of Apple’s customer base is the makeup of customer segmentation they have. As a product, iPhone is the only tech franchise that has customers that span the spectrum of consumer profiles. Apple has customers from bleeding-edge early adopters, all the way to late adopting tech laggards.
While there is more we could dive into, particularly around Mac’s upside and the continued strength of Wearables and services, I did want to call out one thing Tim Cook said that I think bears repeating.
Investors on the earnings call kept focusing on the COVID-related lift to certain segments. Tim Cook called out that while the situation around COVID added some wind to the sails, he did not want to detract from also attributing the product itself as a driver. It is a subtle point, most would not disagree with, but I think it bears re-emphasizing that great products get the attention of consumers and move the needle.