[Rolpa]

>Startups can win because the company cares more about their customers.

But you have to keep in mind the fact that it is rather easy to have that sort of attitude when you're small and have a proportional number of customers - it's much harder to be nice to a thousand people than to five. Scaling your service with the size of your consumer base is the real key.

[micahroberson]

True, but having up-to-date technology makes scaling service much, much easier. ADP's problem is their service scales linearly with the number of service reps on staff. That along with horrible communication across departments(this is a tech problem in this day and age), and they suffer because of it. Even if a tech-driven company like ZenPayroll gets the number of customers ADP has, they will have scaled better because (hopefully) their systems are prepared for the traffic from the beginning and they continuously improve them to handle the growth. There's a massive difference between tech-as-an-after-thought companies and the tech-driven startups like Zen.

[nwenzel]

Yes, startups have a structural advantage.