Before startups rush to cargo-cult this model, I want to point out one important thing – Adjust according to your market.
Pilot's customer base probably looks very different than yours. The author says in the article that they are a "startup-focused accounting firm", so for their customer base which is likely startup founders or similar, the experience of talking to a fellow CEO probably "helps to 10x the customer experience" as the article puts it.
On the other hand if you are selling me some software for a boring Enterprise integration, please don't send me calendar invites for a conversation with your CEO, I'd rather get great API docs and integration guides.
Yes, I run small customer oriented project, having meetings with people who spend couple of bucks is kinda ridiculous(to both, I think only super chatty people who like to was time would come), but I noticed discord is super powerful - people often share ideas or problems since its very effortless. (Also very rarely when I am not on discord other people jump in with explanations&help "this is not how you do it... you should ...")
Wow, very good point. Basically, this article is basically marketing for them, since they know startup founders read stuff like this, and they want to sell to founders. Blergh.
Pilot's customer base probably looks very different than yours. The author says in the article that they are a "startup-focused accounting firm", so for their customer base which is likely startup founders or similar, the experience of talking to a fellow CEO probably "helps to 10x the customer experience" as the article puts it.
On the other hand if you are selling me some software for a boring Enterprise integration, please don't send me calendar invites for a conversation with your CEO, I'd rather get great API docs and integration guides.