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Being accessible is one of the major advantages startups have over big companies.

Y Combinator
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  • Many founders from large companies instinctively mimic corporate structures upon launching startups, including creating non-existent employee roles and complex customer support workflows.
  • Counterintuitively, this approach contradicts user preference, as customers actively desire direct interaction with company founders rather than impersonal support channels.
  • Software users derive significant value from speaking with the individuals who build the products, prioritizing a sense of being "listened to" and "heard."
  • Direct founder access is identified as a unique competitive advantage that established large corporations are structurally unable to replicate.