Over the course of my career in the software/internet industry, first Aldus, and then after they were acquired and became Adobe, they offered up great Customer Support.
I personally know some of the leaders responsible for this perception. And, it's no surprise that their support was great and innovative. Their support was completely in step with their brand.
Sunday, I read about how a user experience which indicates that Adobe has outsourced their Support, and based on the description, it sounded like it was offshore (anyone know for sure?).
This is highly interesting in light of my earlier post, Are you Considering Outsourcing of Support.
If recent research is true, we should see further erosion of Adobe stock (note: most stocks have seen a fairly large drop over the last 6 months). But, I don't know exactly when Adobe outsourced their support, so it would be interesting to know when this event happened, and if there are other moves they've made of late.
Let's say this is already priced into their stock. What might be an interesting forward-looking study is whether there is any difference in the rate of improved company value between companies that outsource v. those that don't as our economy flattens, and then starts to improve.
Makes one go hmmm.