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Learn more about Upper Hand’s new Marketing Campaigns feature, and how you can incorporate it into your sports business.
“We don’t have the deep relationships with the athletes that use our platform to consume the services from the businesses that we work with. We don’t see them on a day-to-day basis so the key is to build something within our platform.”Through Pendo, Upper Hand is able to solicit feedback from athletes and their parents that will guide user experience decisions.
“When you go out in the industry and visit a facility or talk to the business owners, you get a feel for what’s actually needed. You can quickly understand where the gaps in a product are, and you can quickly understand what’s most important for a particular user just by going out and spending a day at their facility.”In addition to this qualitative piece, use of a quantitative aspect acts as a North Star to guide decision-making. “We also have a proprietary scoring system called the UP Score. We look at certain elements of user experience and a couple of other different things that combine unique aspects of our product to score the features.”
“We try to peel back the layers of the onion to understand the core problem that the customer is having. It doesn’t have to be a user experience problem within the software. It could be a core business problem.”Frequent problems-to-solve meetings help the product and engineering times identify the root cause of a customer’s problem while also brainstorming the best possible solution. By understanding the core problem a customer is experiencing, Upper Hand is able to offer the best solution to combat that problem and drive business success.
“We want to hear feedback. We have complete and total empathy when someone comes to us frustrated – it’s necessary as a part of the development process to really make sure that you nail it and you get the best possible solution out there for your customers.”
Learn more about Upper Hand’s new Marketing Campaigns feature, and how you can incorporate it into your sports business.
In our latest edition of The Huddle, we outline the most frequently asked questions regarding memberships with Upper Hand. Why aren’t memberships automatically cancelled when they reach the commitment length? This not only gives Staff Admins the ability to lock in business for a certain amount of time, but it also gives the client the flexibility to continue their membership at a given rate. This is another way to keep steady revenue flowing into the business.