As an engineer, it's easy to disconnect from customers in larger companies where dedicated customer support teams are formed. This can lead to a sense of detachment and lack of personal responsibility towards customers. However, some companies like Intercom prioritize getting engineers close to their customers by encouraging them to spend time directly talking to customers, providing "customer days" for employees to engage with customers, and using Github integration to quickly dig into real customer conversations. By doing so, they foster a sense of having "skin in the game," where engineers feel personally invested in the outcome of their work and can respond to customer feedback in a more meaningful way. This close connection allows engineers to understand the impact of their actions on customers and maintain a personal touch that is hard to replicate in other areas of life.