Financial Data and Key Metrics Changes - Total revenue increased by 67% year-over-year to $116.8 million in Q3 2025 [18] - GAAP net income grew by 72.7% year-over-year to $26.7 million, with an adjusted net income increase of 52.6% to $25.4 million [23] - Adjusted EBITDA rose nearly 74.6% year-over-year to $39.6 million, representing a 33.9% adjusted EBITDA margin [24] - GMV increased by 58.7% year-over-year, marking the company's first $1 billion quarter [19] - The take rate rose by 60 basis points year-over-year to 11.2% [19] Business Line Data and Key Metrics Changes - The number of monthly on-demand users reached 264,000 by the end of Q2 2025, but the subscriber count decreased from 529,000 to 484,000 during the same period [10] - By the end of Q3 2025, subscribers increased to 568,000 as the company pivoted back to focus on subscription products [12] Market Data and Key Metrics Changes - Consumer metrics measured by mods rose almost 50% year-over-year [4] - Monthly active users grew by 38% year-over-year, while revenue-generating users rose by 120% year-over-year [42] Company Strategy and Development Direction - The company is focusing on enhancing its product experience and deepening consumer engagement through new features like the Earn tab [5][18] - There is a strategic shift back to subscription products, with on-demand services being used as a fallback option [12] - The company is exploring a banking charter to enhance efficiency and flexibility in its operations [16] Management's Comments on Operating Environment and Future Outlook - Management believes the BNPL industry is still in its early days, with significant growth potential ahead [3] - The company has not seen any deterioration in consumer activity despite recent headlines affecting the lending sector [21] - The outlook for 2026 includes adjusted EPS guidance of $4.35, reflecting a 29% growth over 2025 [25] Other Important Information - The company incurred $1.3 million in costs related to corporate strategic projects during the quarter [23] - The CFO, Karen Hartje, is retiring, but will assist in the transition for the next 12 months [17] Q&A Session Summary Question: Impact of de-emphasizing on-demand on growth - Management noted that the decision to de-emphasize on-demand was made mid-quarter due to insufficient conversion rates into subscriptions [27][28] Question: Take rate trends and credit losses - The take rate is targeted at 60% gross margin, and the 3.1% credit loss rate aligns with expectations, with a potential drop as on-demand is de-emphasized [30][31] Question: Market strategy for BNPL in the U.S. - Management believes the BNPL market has significant growth potential, viewing it as a safer alternative to credit cards for consumers [38][40] Question: Underlying drivers of 2026 EPS guidance - The guidance reflects continued growth in subscriptions and a focus on maintaining gross margin dollars at a faster pace than operational expenses [49] Question: Changes in competition - Management has not observed significant changes in pricing or strategy from competitors, aside from Klarna launching a subscription product [52]

Financial Data and Key Metrics Changes - Total revenue increased by 67% year-over-year to $116.8 million in Q3 2025 [18] - GAAP net income grew by 72.7% year-over-year to $26.7 million, with an adjusted net income increase of 52.6% to $25.4 million [23] - Adjusted EBITDA rose nearly 74.6% year-over-year to $39.6 million, representing a 33.9% adjusted EBITDA margin [24] - GMV increased by 58.7% year-over-year, marking the company's first $1 billion quarter [19] - The take rate rose by 60 basis points year-over-year to 11.2% [19] Business Line Data and Key Metrics Changes - The number of monthly on-demand users reached 264,000 by the end of Q2 2025, but the subscriber count decreased from 529,000 to 484,000 during the same period [10] - By the end of Q3 2025, subscribers increased to 568,000 as the company pivoted back to subscription products [12] Market Data and Key Metrics Changes - Consumer metrics measured by monthly active users grew by 38% year-over-year, while revenue-generating users rose by 120% year-over-year [42] - Monthly sessions climbed by 78% year-over-year, indicating increased engagement [42] Company Strategy and Development Direction - The company is focusing on enhancing its subscription model while using on-demand as a supplementary tool for specific consumer segments [12][28] - There is a strong emphasis on responsible lending practices, positioning the BNPL product as a budgeting tool rather than a means to overspend [4][40] - The company is exploring additional products and features, including AI-driven tools to enhance customer service and engagement [7][8] Management's Comments on Operating Environment and Future Outlook - Management believes the BNPL industry is still in its early stages, with significant growth potential ahead [3] - The company is maintaining a disciplined approach to costs while focusing on sustainable growth and profitability [24][25] - Despite some concerns in the consumer credit market, the company has not observed any deterioration in consumer activity [21] Other Important Information - The company incurred $1.3 million in costs related to corporate strategic projects, including an antitrust suit and capital markets exploration [14][15] - The company is exploring a banking charter to enhance operational efficiency without becoming a bank holding company [16] Q&A Session Summary Question: Impact of de-emphasizing on-demand on growth - Management noted that the decision to de-emphasize on-demand was made mid-quarter due to insufficient conversion rates into subscriptions [27][28] Question: Take rate trends and credit losses - The take rate is expected to maintain a target of 60% gross margin, while the 3.1% credit loss rate aligns with expectations [30][31] Question: Market strategy for BNPL in the U.S. - Management believes the BNPL market has many years of growth ahead, as consumers increasingly prefer it over traditional credit cards [38][40] Question: Underlying drivers of 2026 EPS guidance - The guidance reflects continued growth in subscriptions and a focus on maintaining gross margin dollars at a faster pace than operational expenses [48][50] Question: Changes in competition - Management has not observed significant changes in pricing or strategy from competitors, although some are launching similar subscription products [52] Question: Marketing posture for subscriptions - The current marketing strategy emphasizes direct offers for subscriptions rather than on-demand products, aiming to improve lifetime value [58][64]

Financial Data and Key Metrics Changes - Total revenue increased by 67% year-over-year to $116.8 million in Q3 2025 [17] - GAAP net income grew by 72.7% year-over-year to $26.7 million, with an adjusted net income increase of 52.6% to $25.4 million [22] - Adjusted EBITDA rose nearly 74.6% year-over-year to $39.6 million, representing a 33.9% adjusted EBITDA margin [23] - GMV (Gross Merchandise Volume) increased by 58.7% year-over-year, marking the first $1 billion quarter for the company [17] Business Line Data and Key Metrics Changes - The number of monthly on-demand users reached 264,000 by the end of Q2 2025, but the subscriber count decreased from 529,000 to 484,000 during the same period [9] - By the end of Q3 2025, subscribers rose to 568,000 as the company pivoted back to focus on subscription products [11] Market Data and Key Metrics Changes - The take rate, defined as total revenue as a percentage of GMV, rose by 60 basis points year-over-year to 11.2% [18] - The provision for credit losses as a percentage of GMV increased by 70 basis points year-over-year to 3.1% [19] Company Strategy and Development Direction - The company is focusing on enhancing its subscription model while using on-demand as a supplementary tool for specific consumer segments [11][10] - There is a strong emphasis on responsible lending practices, positioning the BNPL product as a budgeting tool rather than a means to overspend [4][33] - The company is exploring new product features, including AI-driven tools to enhance customer service and engagement [6][7] Management's Comments on Operating Environment and Future Outlook - Management expressed confidence in the long-term growth potential of the BNPL industry, citing its early-stage development and consumer preference over traditional credit cards [3][31] - The company reaffirmed its guidance for top-line growth and adjusted net income, with modest adjustments to GAAP net income due to a discrete tax benefit [24] Other Important Information - The company incurred $1.3 million in costs related to corporate strategic projects, including an antitrust suit and capital markets exploration [12][13] - Total cash grew by $14.7 million in the quarter to $134.7 million, demonstrating the strength of the balance sheet [23] Q&A Session Summary Question: Impact of de-emphasizing on-demand on growth - Management noted that the decision to de-emphasize on-demand was made mid-quarter based on conversion data, indicating that on-demand is better suited for enterprise merchants rather than direct-to-consumer [25][26] Question: Take rate trends and credit losses - The take rate is targeted at maintaining a 60% gross margin, and the 3.1% credit loss rate aligns with expectations, with guidance indicating a range of 2.5%-2.75% for the year [27][29] Question: Market strategy for BNPL in the U.S. - Management believes the BNPL market has significant growth potential, viewing it as a safer alternative to credit cards and emphasizing responsible spending [31][33] Question: Drivers of 2026 EPS guidance - The company anticipates continued growth in subscriptions and is focused on maintaining cost discipline while monitoring economic conditions [37][39] Question: Changes in marketing strategy for subscriptions - The marketing approach has shifted to prioritize subscription offerings directly to consumers, contrasting with previous strategies that emphasized on-demand products [40][42]

Financial Data and Key Metrics Changes - Third-quarter revenue was $166 million, exceeding the midpoint of prior guidance of $160 million, with non-GAAP operating income at $23 million and non-GAAP diluted earnings per share at $0.36, above the prior guidance midpoint of $0.28 [4][12] - Gross margin for the quarter was approximately 42%, at the top end of guidance, favorably impacted by higher volume and improved product mix [13] - Net income was approximately $22 million, with diluted EPS of $0.36 on 61 million shares [14] Business Line Data and Key Metrics Changes - Semiconductor business reported $118 million, a decline of 5% quarter over quarter, accounting for 71% of total revenue, driven by LSA, IBD EUV for mask blanks, and advanced packaging wet processing systems [12] - Compound semiconductor market revenue was $11 million, down from the prior quarter, totaling 7% of revenue [12] - Scientific and other revenue increased to $27 million, totaling 16% of revenue, driven by an increase in optical deposition systems [12] Market Data and Key Metrics Changes - Revenue from the Asia-Pacific region, excluding China, was 49%, a decrease from 59% in the prior quarter, driven by customers in Taiwan [12] - Revenue from China customers was 28%, an increase from 17% in Q2, primarily driven by LSA and optical deposition systems [13] - The United States accounted for 16% of revenue, while EMEA was 7% [12] Company Strategy and Development Direction - The company announced a definitive agreement to merge with Accellis Technologies, aiming to create a leading semiconductor equipment company with a combined served-available market of over $5 billion on a pro forma 2024 basis [5][6] - The merger is expected to provide growth synergies, expand the product portfolio, and enhance R&D capabilities [6][7] - The company continues to focus on advanced semiconductor technologies, particularly in AI and high-performance computing, with significant opportunities in gate-all-around, high-bandwidth memory, and advanced packaging [10][11] Management's Comments on Operating Environment and Future Outlook - Management expressed confidence in the company's performance and the strategic merger with Accellis, which is expected to drive sustainable value creation [5][46] - The company anticipates revenue growth in the semiconductor market for 2025 compared to 2024, driven by demand in gate-all-around and advanced packaging [16] - The compound semiconductor market is expected to see revenue growth opportunities in GaN power, photonics, and solar for 2026 [16][17] Other Important Information - The company ended the quarter with cash and short-term investments of $369 million, a sequential increase of $14 million [14] - Cash flow from operations totaled $16 million, with CapEx of $3 million during the quarter [14] Q&A Session Summary Question: Is there new adoption in the 300-millimeter GaN order activity? - Management confirmed successful evaluations with a leading power IDM and a follow-on multi-chamber order for pilot line tools for data center applications [20][21] Question: Why is GaN being adopted in data centers now? - The efficiency of power conversion in data centers is a limiting issue, making materials that convert electricity more efficiently desirable [22] Question: Can you elaborate on the gross margin guidance? - The anticipated decline in gross margin for Q4 is due to product mix changes, including evaluation sign-offs at favorable pricing and increased business in advanced packaging [23][24] Question: What is the expected trajectory of the advanced packaging business in 2026? - The advanced packaging business has doubled, and while growth is expected, visibility for 2026 is limited due to shorter lead times [26] Question: How are the ordering patterns in the HDD market? - Lead times are approaching a year, with orders received in Q3 for ion beam and wet processing equipment, expected to ship in the second half of 2026 [30] Question: Was the strength in the scientific segment driven by Chinese customers? - Some strength was attributed to Chinese customers, along with demand for optical deposition tools for general industrial applications [31] Question: Is NSA adoption possible for memory customers? - Yes, there is interest from memory customers due to the technology's ability to anneal thin layers, conducive to material modification and 3D stacking [32] Question: Update on thin metal films with IBD evaluations? - Progress is being made in introducing new deposition technology, with customer engagement and evaluations ongoing [36] Question: Will margins improve in the future? - Management expects margin improvement in 2026 over 2025, with good visibility for data storage orders and new product orders [41]

Financial Data and Key Metrics Changes - Porch Group reported Q3 2025 adjusted EBITDA of $21 million, surpassing the initial target of $50 million for the year, with year-to-date adjusted EBITDA reaching $53.1 million [4][12] - Year-to-date gross profit increased by 119% compared to the previous year, with Q3 gross profit at $94 million and an 82% gross margin [5][12] - Cash flow from operations for Q3 was $29 million, contributing to a total of $71 million year-to-date [4][17] Business Line Data and Key Metrics Changes - Insurance services accounted for 64% of total revenue in Q3, with revenue from this segment at $73.8 million and an adjusted EBITDA margin of 34% [12][14] - Software and data segment revenue increased by 7% year-over-year to $24.6 million, while consumer services revenue rose by 9% to $19.4 million [16][17] - The conversion rate of reciprocal written premium (RWP) to insurance services adjusted EBITDA improved to 18% in Q3, up from 16% in Q2 [10][14] Market Data and Key Metrics Changes - Reciprocal written premium for Q3 was $138 million, reflecting a 14% increase from the previous quarter [20] - The company reported nearly 48,000 policies written in Q3, with an RWP per policy of $2,884 [21] - The reciprocal surplus combined with non-admitted assets increased by over $100 million quarter-over-quarter to $412 million [8][10] Company Strategy and Development Direction - The company aims to generate as much surplus as possible at the reciprocal while growing agent and quote volume to lower prices for new low-risk customers when appropriate [8][19] - The focus remains on maximizing long-term shareholder value rather than rapid premium growth, with a disciplined approach to scaling [32][60] - Investments in data capabilities and product innovation are expected to drive future growth, particularly in the software and data segments [25][26] Management's Comments on Operating Environment and Future Outlook - Management expressed confidence in achieving the full-year adjusted EBITDA target of $70 million, representing a tenfold increase from the previous year [4][18] - The company remains cautious about the housing market, which continues to present headwinds, but anticipates potential recovery in the future [41][42] - The management highlighted the importance of maintaining strong loss ratios and surplus generation to support future growth [57][60] Other Important Information - The company has repurchased $12.8 million of its 2026 convertible notes, resulting in a gain of approximately $400,000 [17] - The board has authorized management to repurchase remaining notes with cash from the balance sheet [17] Q&A Session Summary Question: Insights on reciprocal written premium and competitive landscape - Management emphasized the focus on maximizing long-term shareholder value and the ability to grow premium at a controlled pace without sacrificing margins [32][33] Question: Clarification on fourth quarter guidance and housing market impact - Management noted that while Q3 outperformed expectations, the housing market remains a challenge, and they are cautious about future forecasts [40][42] Question: Update on Home Factors and AI integration - The company is leveraging AI to enhance data insights and is on track to expand its Home Factors product line [48][49] Question: Capital allocation and M&A appetite - Management acknowledged the potential for M&A but did not provide specific details, indicating that having excess capital offers various strategic choices [68][69] Question: Insurance segment expansion and state presence - The company remains in 22 states but sees opportunities for expansion in 2026, with a streamlined process for entering new markets [73][74]

Core Insights - The U.S. economy is currently experiencing a complex scenario characterized by strong consumer spending, rising AI investments, and a softening labor market [1][3] - The growth is primarily driven by productivity improvements from AI investments, which have both direct and indirect effects on demand and confidence [1][3] - There is uncertainty regarding whether the current productivity growth is a short-term cyclical rebound or a long-term structural shift [1][3] Economic Dynamics - Two opposing forces are influencing the U.S. economy: trade and tariff pressures, which are negative, and the positive impact of AI [3][4] - The current economic growth is strong, with productivity growth being a key factor explaining the disparity between output and employment growth [3][4] - The potential for higher structural growth in the U.S. economy is acknowledged, but the exact nature of productivity growth remains uncertain [3][4] AI and Employment - While AI investments are significant, there are concerns that they may lead to structural unemployment as certain skilled jobs could be replaced [1][11] - Individuals are advised to develop transferable skills to mitigate the risks associated with over-specialization in fields vulnerable to AI [1][11] - The historical context suggests that technological advancements have led to some job losses, but the current situation may be different, particularly for skilled labor [11] Monetary Policy Outlook - The Federal Reserve's ability to lower interest rates is limited due to the mixed economic signals and the potential for inflationary pressures from tariffs [5][6] - Inflation is currently around 3%, which is above the Fed's target of 2%, leading to cautious monetary policy considerations [6][7] - The impact of tariffs on consumer demand and business investment is still unfolding, with uncertainty surrounding the long-term effects [8][9] Tariff Implications - Tariffs have not yet significantly impacted consumer behavior, but their effects may become more pronounced as import prices rise [8][9] - The uncertainty surrounding tariffs is causing businesses to be cautious in their investment decisions, potentially leading to a decline in overall investment [8][9] - The current fiscal implications of tariffs are limited, primarily serving as a source of government revenue without altering fiscal policy direction [8][9] Inflation Expectations - The potential for inflation to manifest from tariffs is acknowledged, but the timing and magnitude of such effects remain uncertain [9][10] - The credibility of the Federal Reserve's inflation target will play a crucial role in shaping long-term inflation expectations [10] - Short-term inflationary pressures may arise, but they are expected to subside if confidence in the Fed's target remains intact [10]

Financial Data and Key Metrics Changes - For Q3 2025, net sales were $147 million, a 2% decline year over year, but an increase of 4.4% on a two-year stack [6][18] - Adjusted EBITDA for the quarter was $7 million, with year-to-date adjusted EBITDA exceeding $17 million [6][7] - Gross margin expanded by 100 basis points to 59.1%, driven by a higher mix of in-store sales and less promotional activity [19][20] - Year-to-date net sales increased by 5% compared to the previous year [6][25] Business Line Data and Key Metrics Changes - Princess Polly, the largest brand, saw mid-single-digit traffic growth and strong demand despite temporary inventory headwinds [9][10] - Petal & Pop performed well in direct-to-consumer channels, with a successful fall promotion leading to a triple-digit percentage increase in demand [12][13] - Culture Kings and Minimal showed improvement in gross margin and profitability, with continued growth in net sales and gross profit dollars year over year [14][15] Market Data and Key Metrics Changes - U.S. net sales declined by 3.6% to $97 million due to supply chain disruptions [18][19] - Australian sales increased by 5.1% to $46 million, reflecting strong performance in that market [18][19] - Total orders for Q3 were 1.9 million, a 2.2% increase compared to the previous year [19] Company Strategy and Development Direction - The company is focused on diversifying its supply chain and optimizing operations to build long-term flexibility and resilience [4][6] - Plans to expand physical retail presence and select wholesale partnerships to enhance brand awareness [8][11] - The company aims to balance growth and profitability while maintaining high product quality standards [7][8] Management's Comments on Operating Environment and Future Outlook - Management expressed confidence in improved inventory levels and supply chain as they head into the holiday season [5][22] - The company anticipates net sales for the full year to be between $598 million and $602 million, representing growth in the 4%-5% range [23][24] - Management noted that the transformation of the sourcing ecosystem has created a more robust supply chain for sustained growth [6][18] Other Important Information - The company successfully refinanced its debt, extending the maturity by two years and improving financial stability [22] - Inventory at the end of Q3 was $96.7 million, down 8.8% compared to the previous year, with expectations for inventory to normalize by year-end [22][24] Q&A Session Summary Question: Clarification on updated guidance and inventory impact - Management confirmed that inventory levels have improved and they are seeing positive comps in Q4, with low single-digit growth expected [26][27] Question: Impact of lower average order value (AOV) - The decline in AOV was attributed to out-of-stocks and lack of new products, but management expects AOV to recover as inventory stabilizes [28][29] Question: Store strategy and margin implications - Management highlighted the positive performance of Princess Polly stores and the expectation of continued gross margin improvements as retail presence expands [30][31] Question: Marketing ROI trends - Marketing spend was adjusted due to inventory constraints, but management plans to ramp up marketing as inventory levels normalize [32] Question: Future inventory levels and Australian market potential - Management expects inventory to be flat year over year by the end of the year, with Australia continuing to be a growth driver [33][34] Question: Supply chain diversification progress - Management reported significant progress in diversifying the supply chain beyond China, enhancing flexibility and resilience [35][36]

Core Viewpoint - A significant price surge in storage products is occurring in Shenzhen's Huaqiangbei market, surpassing previous spikes seen in gold prices, with major smartphone manufacturers raising prices for flagship models due to increased storage chip costs [1][2]. Price Surge Phenomenon - Storage product prices in Huaqiangbei have doubled, with DDR4 memory prices rising from 180-190 yuan to 400 yuan, and SSD prices also experiencing substantial increases [4][5]. - The rapid price increase has led to a "fear of heights" mentality among merchants, who are hesitant to stockpile products due to unpredictable price fluctuations [4][5]. - The supply chain is facing challenges, with major manufacturers like Samsung halting DDR5 DRAM contract quotes, leading to a supply shortage and a shift to a seller's market [5][6]. Causes of Price Increase - The current price surge is driven by a supply-demand imbalance, primarily influenced by the rising demand for storage due to artificial intelligence (AI) applications [6][8]. - Major storage manufacturers have redirected production capacity towards high-bandwidth memory (HBM) and DDR5, reducing the availability of older technologies like DDR4 [9][10]. - The demand for AI servers significantly increases the DRAM and NAND requirements, with each AI server needing eight times the DRAM and three times the NAND of a standard server [9]. Industry Characteristics - The storage industry exhibits strong cyclical characteristics, with prices often experiencing dramatic fluctuations due to mismatches in supply and demand [12][13]. - Historical trends indicate that the storage market has undergone three major cycles in the past decade, with the current cycle driven by AI infrastructure rather than consumer demand [14][15]. Impact on Companies - Major players like SK Hynix have reported significant revenue increases, with a 39% year-on-year growth in revenue and a 119% increase in net profit [16]. - Companies in the storage supply chain are categorized into three types: module manufacturers, chip distributors, and memory interface chip producers, each experiencing varying impacts from the price surge [18][20]. - Companies like Jiangbolong and Changxin Storage are actively increasing inventory to capitalize on the price uptrend, while distributors face challenges due to lower profit margins [18][20][22].

在相当于60个足球场大小的展馆内，第八届进博会推出智慧导航系统，全域覆盖展厅、公共区域、地下 停车场：输入指定展台，不仅可以规划出最优路径，还能直接标注展位三维坐标，实现展馆内外无缝衔 接，给观众逛展添了份信心。 40多万平方米的展区内如何快速找到心仪的展台？怎么跟参展企业境外负责人来一场"零时差"的洽谈对 接？这些问题，在第八届进博会上有了新答案。 还有AI智能体化身服务管家，帮忙筛选特色产品、馆内美食；打造上海国际展览贸易促进平台，推动 线上线下展览融合和展贸联动；人形机器人当上志愿者，随时提供咨询、导览、物品分发等服务…… 掏出手机发布一份采购需求，系统可以自动匹配参展商；上传几件展品信息，人工智能（AI）根据产 品特点和采购需求直接推荐可能的买方……"数字进博"平台今年迎来全新升级，融合AI等新技术，在线 提供云展示、云发布、云洽谈等服务，加快实现从"人找货"到"货找人"高效对接的转变。 "本届进博会还首次设立'跨境电商优选平台'及'跨境电商服务区'，做实细分领域'重要采购商选品会'， 为电商平台、新零售渠道商等打造专场活动；依托'数字进博'平台实现智能匹配，助力境外展品精准对 接中国市场。"中国国际 ...

Core Insights - Figma is experiencing strong performance heading into the end of the year, with significant customer adoption and product velocity [1][2] - The company has launched over 50 new features, indicating a robust development cycle and commitment to enhancing user experience [2] - Figma's revenue for the full year is projected to be between $1.044 billion and $1.046 billion, reflecting growth in both existing and new customer segments [5][6] Customer Behavior and Product Adoption - There is a notable increase in both existing customers utilizing more products and new customers adopting Figma's offerings, contributing to overall growth [6] - The Average Revenue per User (ARPU) has increased from $129 to $131, showcasing improved monetization strategies [6] - The platform's interoperability and the appeal of its product ecosystem are driving customer adoption [7] Financial Performance and Strategy - The company reported net losses primarily due to stock-based compensation, a common practice in the tech industry [7][8] - Figma aims to normalize stock-based compensation on a non-GAAP basis as it continues to invest in long-term growth [9][10] - The company is focused on enhancing its platform capabilities while balancing short-term investments with long-term profitability [10][12] AI Integration and Future Outlook - Figma is actively working on integrating AI capabilities, which is expected to enhance user experience and expand its market reach [23][24] - The company is exploring monetization strategies related to its AI offerings, particularly in collaboration with OpenAI [16][24] - Figma's leadership is committed to continuous improvement and responsiveness to customer feedback, which is crucial for maintaining competitive advantage [20][21]