{"id":441843,"date":"2025-01-06T13:45:30","date_gmt":"2025-01-06T13:45:30","guid":{"rendered":"https:\/\/otavietnam.com\/?p=441843"},"modified":"2025-01-06T13:45:30","modified_gmt":"2025-01-06T13:45:30","slug":"khach-hang-mong-doi-gi-va-cach-vuot-qua-mong-doi-cua-ho-trong-nganh-khach-san","status":"publish","type":"post","link":"https:\/\/otavietnam.com\/blog\/khach-hang-mong-doi-gi-va-cach-vuot-qua-mong-doi-cua-ho-trong-nganh-khach-san\/","title":{"rendered":"Kh\u00e1ch h\u00e0ng mong \u0111\u1ee3i g\u00ec v\u00e0 c\u00e1ch v\u01b0\u1ee3t qua mong \u0111\u1ee3i c\u1ee7a h\u1ecd trong ng\u00e0nh kh\u00e1ch s\u1ea1n"},"content":{"rendered":"
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Ch\u00eca kh\u00f3a l\u00e0 thi\u1ebft l\u1eadp c\u00e1c k\u1ef3 v\u1ecdng th\u1ef1c t\u1ebf v\u00e0 sau \u0111\u00f3 kh\u00f4ng ch\u1ec9 \u0111\u00e1p \u1ee9ng m\u00e0 c\u00f2n v\u01b0\u1ee3t qua ch\u00fang – t\u1ed1t nh\u1ea5t l\u00e0 m\u1ed9t c\u00e1ch b\u1ea5t ng\u1edd v\u00e0 h\u1eefu \u00edch. \u2013 Richard Branson, Ng\u01b0\u1eddi s\u00e1ng l\u1eadp T\u1eadp \u0111o\u00e0n Virgin.<\/p>\n<\/div>\n

C\u00e2u tr\u00edch d\u1eabn n\u00e0y r\u1ea5t \u0111\u00fang trong ng\u00e0nh kh\u00e1ch s\u1ea1n, n\u01a1i m\u00e0 c\u00e1c nh\u00e0 kh\u00e1ch s\u1ea1n lu\u00f4n t\u00ecm ki\u1ebfm \u0111\u1ec3 mang l\u1ea1i nh\u1eefng tr\u1ea3i nghi\u1ec7m \u0111\u1ed9c \u0111\u00e1o v\u01b0\u1ee3t qua s\u1ef1 mong \u0111\u1ee3i c\u1ee7a kh\u00e1ch.<\/p>\n

H\u00e3y \u0111\u1ecdc ti\u1ebfp \u0111\u1ec3 t\u00ecm hi\u1ec3u c\u00e1ch ph\u00e2n bi\u1ec7t nhu c\u1ea7u v\u00e0 mong mu\u1ed1n c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 c\u00e1ch v\u01b0\u1ee3t qua mong \u0111\u1ee3i m\u1ed7i l\u1ea7n \u0111\u1ec3 mang l\u1ea1i tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng cao nh\u1ea5t.<\/p>\n

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Kh\u00e1ch h\u00e0ng mong \u0111\u1ee3i \u0111i\u1ec1u g\u00ec?<\/h2>\n

Mong \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng trong ng\u00e0nh kh\u00e1ch s\u1ea1n l\u00e0 nh\u1eefng h\u00e0nh vi ho\u1eb7c h\u00e0nh \u0111\u1ed9ng m\u00e0 kh\u00e1ch h\u00e0ng mong \u0111\u1ee3i khi t\u01b0\u01a1ng t\u00e1c v\u1edbi c\u01a1 s\u1edf c\u1ee7a b\u1ea1n. C\u00e1c mong \u0111\u1ee3i \u0111i\u1ec3n h\u00ecnh bao g\u1ed3m s\u1ef1 tho\u1ea3i m\u00e1i, s\u1ea1ch s\u1ebd, d\u1ecbch v\u1ee5, ti\u1ec7n \u00edch, gi\u00e1 tr\u1ecb v\u00e0 an to\u00e0n; tuy nhi\u00ean, nh\u1eefng mong \u0111\u1ee3i c\u1ee7a kh\u00e1ch kh\u00f4ng ng\u1eebng thay \u0111\u1ed5i khi c\u00e1c c\u1ea3i ti\u1ebfn c\u00f4ng ngh\u1ec7 m\u1edbi, d\u1ecbch v\u1ee5 v\u00e0 ti\u1ec7n \u00edch m\u1edbi xu\u1ea5t hi\u1ec7n.<\/p>\n

M\u1ed9t s\u1ed1 mong \u0111\u1ee3i s\u1ebd lu\u00f4n t\u1ed3n t\u1ea1i trong ng\u00e0nh, nh\u01b0 v\u1ecb tr\u00ed thu\u1eadn ti\u1ec7n, c\u00e1c ti\u1ec7n \u00edch trong ph\u00f2ng kh\u00e1ch s\u1ea1n nh\u01b0 wifi, gi\u01b0\u1eddng tho\u1ea3i m\u00e1i, d\u1ecbch v\u1ee5 ph\u00f2ng, nh\u00e2n vi\u00ean h\u1eefu \u00edch v\u00e0 ph\u00f2ng s\u1ea1ch s\u1ebd.<\/p>\n<\/div>\n

Nh\u1eefng mong \u0111\u1ee3i \u0111\u01b0\u1ee3c h\u00ecnh th\u00e0nh d\u1ef1a tr\u00ean:<\/p>\n

    \n
  • Kinh nghi\u1ec7m tr\u01b0\u1edbc \u0111\u00e2y v\u1edbi c\u01a1 s\u1edf c\u1ee7a b\u1ea1n. <\/b>N\u1ebfu m\u1ed9t kh\u00e1ch \u0111\u00e3 t\u1eebng \u0111\u1ebfn kh\u00e1ch s\u1ea1n c\u1ee7a b\u1ea1n tr\u01b0\u1edbc \u0111\u00f3, h\u1ecd s\u1ebd mong \u0111\u1ee3i m\u1ed9t tr\u1ea3i nghi\u1ec7m nh\u1ea5t qu\u00e1n.<\/li>\n
  • \u00dd ki\u1ebfn t\u1eeb ng\u01b0\u1eddi kh\u00e1c. <\/b>Nh\u1eadn x\u00e9t v\u00e0 truy\u1ec1n mi\u1ec7ng t\u1eeb b\u1ea1n b\u00e8 v\u00e0 gia \u0111\u00ecnh thi\u1ebft l\u1eadp nh\u1eefng mong \u0111\u1ee3i trong t\u00e2m tr\u00ed kh\u00e1ch h\u00e0ng.<\/li>\n
  • Kinh nghi\u1ec7m tr\u01b0\u1edbc \u0111\u00e2y v\u1edbi \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh. <\/b>L\u01b0u tr\u00fa v\u1edbi \u0111\u1ed1i th\u1ee7 s\u1ebd t\u1ea1o ra m\u1ed9t k\u1ef3 v\u1ecdng v\u1ec1 nh\u1eefng g\u00ec c\u01a1 s\u1edf c\u1ee7a b\u1ea1n n\u00ean c\u00f3.<\/li>\n
  • T\u00e0i li\u1ec7u ti\u1ebfp th\u1ecb. <\/b>C\u00e1ch b\u1ea1n gi\u1edbi thi\u1ec7u c\u01a1 s\u1edf c\u1ee7a m\u00ecnh tr\u1ef1c tuy\u1ebfn v\u00e0 tr\u00ean c\u00e1c n\u1ec1n t\u1ea3ng nh\u01b0 trang web, k\u00eanh truy\u1ec1n th\u00f4ng x\u00e3 h\u1ed9i v\u00e0 c\u00e1c \u0111\u1ea1i l\u00fd du l\u1ecbch tr\u1ef1c tuy\u1ebfn (OTAs) s\u1ebd \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn mong \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng.<\/li>\n<\/ul>\n
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    Nghe to\u00e0n b\u1ed9 t\u1eadp c\u1ee7a The Turndown v\u1edbi Richard Brosal.<\/p>\n<\/div>\n

    C\u00e1c kh\u00e1ch s\u1ea1n ph\u1ea3i th\u00edch nghi v\u1edbi nh\u1eefng mong \u0111\u1ee3i thay \u0111\u1ed5i n\u00e0y \u0111\u1ec3 mang l\u1ea1i tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c cho kh\u00e1ch h\u00e0ng, \u0111i\u1ec1u n\u00e0y k\u00edch th\u00edch s\u1ef1 h\u00e0i l\u00f2ng.<\/p>\n

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    • C\u00e1c l\u1ef1a ch\u1ecdn t\u1ef1 ph\u1ee5c v\u1ee5.<\/b> 53.6% kh\u00e1ch du l\u1ecbch mu\u1ed1n \u00e1p d\u1ee5ng vi\u1ec7c nh\u1eadn\/tr\u1ea3 ph\u00f2ng kh\u00f4ng ti\u1ebfp x\u00fac.<\/li>\n
    • L\u00e0m s\u1ea1ch ph\u00f2ng theo l\u1ef1a ch\u1ecdn.<\/b> H\u01a1n 70% kh\u00e1ch h\u00e0ng \u1ee7ng h\u1ed9 vi\u1ec7c chuy\u1ec3n d\u1ecbch v\u1ee5 l\u00e0m s\u1ea1ch h\u00e0ng ng\u00e0y t\u1eeb x\u01b0a \u0111\u1ebfn nay.<\/li>\n
    • Nh\u1eafn tin thay v\u00ec email.<\/b> 61% ng\u01b0\u1eddi ti\u00eau d\u00f9ng mu\u1ed1n c\u00f3 kh\u1ea3 n\u0103ng g\u1eedi v\u00e0 nh\u1eadn tin nh\u1eafn tr\u1ef1c ti\u1ebfp v\u1edbi m\u1ed9t doanh nghi\u1ec7p.<\/li>\n<\/ul>\n
      \"Khach
      Khach Hang Mong Doi Gi Va Cach Vuot Qua Mong Doi Cua Ho Trong Nganh Khach San 1<\/figcaption><\/figure>\n

      T\u1ea1i sao mong \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng quan tr\u1ecdng?<\/h2>\n

      Ch\u00eca kh\u00f3a \u0111\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 hi\u1ec3u \u0111\u01b0\u1ee3c m\u1ed1i quan h\u1ec7 gi\u1eefa mong \u0111\u1ee3i v\u00e0 tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng. \u0110\u00e1p \u1ee9ng ho\u1eb7c v\u01b0\u1ee3t qu\u00e1 nh\u1eefng mong \u0111\u1ee3i \u0111\u00f3 s\u1ebd t\u1ea1o ra nh\u1eefng \u0111\u00e1nh gi\u00e1 t\u00edch c\u1ef1c v\u00e0 s\u1ef1 trung th\u00e0nh.<\/p>\n

      Hi\u1ec3u mong \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng c\u0169ng s\u1ebd gi\u00fap c\u00e1c kh\u00e1ch s\u1ea1n ph\u00e1t tri\u1ec3n th\u00f4ng \u0111i\u1ec7p ti\u1ebfp th\u1ecb v\u00e0 c\u00e1c th\u00f4ng tin li\u00ean l\u1ea1c tr\u01b0\u1edbc khi l\u01b0u tr\u00fa.<\/p>\n

      L\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh mong \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng?<\/h2>\n

      Theo m\u1ed9t nghi\u00ean c\u1ee9u c\u1ee7a Salesforce, 63% ng\u01b0\u1eddi ti\u00eau d\u00f9ng mong \u0111\u1ee3i c\u00e1c c\u00f4ng ty ph\u1ea3i hi\u1ec3u \u0111\u01b0\u1ee3c nhu c\u1ea7u v\u00e0 mong \u0111\u1ee3i c\u1ee7a h\u1ecd.<\/p>\n

      Nh\u01b0ng l\u00e0m th\u1ebf n\u00e0o \u0111\u1ec3 b\u1ea1n bi\u1ebft kh\u00e1ch s\u1ea1n c\u1ee7a b\u1ea1n c\u00f3 \u0111\u00e1p \u1ee9ng \u0111\u01b0\u1ee3c k\u1ef3 v\u1ecdng hay kh\u00f4ng?<\/p>\n

      H\u1ecfi \u00fd ki\u1ebfn c\u1ee7a kh\u00e1ch h\u00e0ng! \u00dd ki\u1ebfn ph\u1ea3n h\u1ed3i c\u1ee7a kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t c\u00f4ng c\u1ee5 v\u00f4 gi\u00e1 \u0111\u1ec3 x\u00e1c \u0111\u1ecbnh li\u1ec7u b\u1ea1n c\u00f3 \u0111\u00e1p \u1ee9ng \u0111\u01b0\u1ee3c mong \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng hay kh\u00f4ng.<\/p>\n

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      • \u0110i\u1ec3m h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng (CSAT)<\/li>\n
      • NPS<\/li>\n
      • \u0110i\u1ec3m n\u1ed7 l\u1ef1c c\u1ee7a kh\u00e1ch h\u00e0ng<\/li>\n<\/ul>\n
        \n

        Nh\u1eefng c\u00e1ch \u0111\u1ec3 \u0111\u1ea1t v\u00e0 v\u01b0\u1ee3t qua mong \u0111\u1ee3i c\u1ee7a kh\u00e1ch h\u00e0ng?<\/span><\/p>\n<\/div>\n

        Nh\u01b0 Richard Branson \u0111\u00e3 n\u00f3i, b\u1ea1n mu\u1ed1n kh\u00f4ng ch\u1ec9 \u0111\u00e1p \u1ee9ng m\u00e0 c\u00f2n v\u01b0\u1ee3t qua k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng theo nh\u1eefng c\u00e1ch \u0111\u1eb7c bi\u1ec7t.<\/p>\n

          \n
        • Kh\u01a1i ngu\u1ed3n c\u1ea3m h\u1ee9ng.<\/b> T\u00f4n tr\u1ecdng, giao ti\u1ebfp m\u1ea1nh m\u1ebd v\u00e0 th\u1ec3 hi\u1ec7n s\u1ef1 quan t\u00e2m c\u00e1 nh\u00e2n v\u1edbi kh\u00e1ch.<\/li>\n
        • Th\u1ea5u hi\u1ec3u.<\/b> Khi kh\u00e1ch l\u1ed7i l\u1ea7m x\u1ea3y ra, c\u1ea7n th\u00fa nh\u1eadn v\u00e0 h\u00e0nh \u0111\u1ed9ng nhanh ch\u00f3ng \u0111\u1ec3 s\u1eeda ch\u1eefa.<\/li>\n
        • Trao quy\u1ec1n.<\/b> Cho ph\u00e9p kh\u00e1ch d\u1ec5 d\u00e0ng ti\u1ebfp c\u1eadn th\u00f4ng tin v\u00e0 d\u1ecbch v\u1ee5 th\u00f4ng qua c\u00f4ng ngh\u1ec7.<\/li>\n<\/ul>\n
          \"Khach
          Khach Hang Mong Doi Gi Va Cach Vuot Qua Mong Doi Cua Ho Trong Nganh Khach San 2<\/figcaption><\/figure>\n

          Kh\u01a1i ngu\u1ed3n c\u1ea3m h\u1ee9ng<\/h3>\n

          Nhu c\u1ea7u n\u00e0y y\u00eau c\u1ea7u nh\u00e2n vi\u00ean kh\u00e1ch s\u1ea1n g\u1eafn k\u1ebft kh\u00e1ch h\u00e0ng theo c\u00e1ch c\u00e1 nh\u00e2n, ch\u00e2n th\u00e0nh v\u00e0 t\u1eadn t\u00e2m.<\/p>\n

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          • G\u1eedi tin nh\u1eafn tr\u01b0\u1edbc khi l\u01b0u tr\u00fa \u0111\u1ec3 th\u1ec3 hi\u1ec7n s\u1ef1 h\u00e0o h\u1ee9ng c\u1ee7a b\u1ea1n v\u1ec1 chuy\u1ebfn l\u01b0u tr\u00fa c\u1ee7a kh\u00e1ch h\u00e0ng<\/li>\n
          • Cung c\u1ea5p c\u00e1c \u01b0u \u0111\u00e3i \u0111\u1ed9c quy\u1ec1n ho\u1eb7c n\u00e2ng c\u1ea5p mi\u1ec5n ph\u00ed cho c\u00e1c kh\u00e1ch h\u00e0ng trung th\u00e0nh<\/li>\n<\/ul>\n

            L\u1eafng nghe<\/h3>\n

            Kh\u00e1ch h\u00e0ng mong \u0111\u1ee3i kh\u00e1ch s\u1ea1n ph\u1ea3i ph\u1ea3n \u1ee9ng nhanh ch\u00f3ng v\u00e0 th\u1eeba nh\u1eadn sai l\u1ea7m c\u1ee7a m\u00ecnh.<\/p>\n

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            • G\u1eedi tin nh\u1eafn nhanh v\u00e0i gi\u1edd sau khi \u0111\u1ebfn \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o th\u1ef1c t\u1ebf \u0111\u00e3 \u0111\u00e1p \u1ee9ng k\u1ef3 v\u1ecdng<\/li>\n
            • Cung c\u1ea5p c\u00e1c ph\u01b0\u01a1ng ti\u1ec7n kh\u00e1c nhau \u0111\u1ec3 kh\u00e1ch h\u00e0ng li\u00ean l\u1ea1c<\/li>\n<\/ul>\n

              Trao quy\u1ec1n<\/h3>\n

              Kh\u00e1ch h\u00e0ng mong mu\u1ed1n \u0111\u01b0\u1ee3c t\u1ef1 m\u00ecnh t\u1ea1o ra c\u00e1c tr\u1ea3i nghi\u1ec7m th\u00f4ng qua c\u00f4ng ngh\u1ec7 kh\u00e1ch s\u1ea1n.<\/p>\n

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              • T\u1ea1o m\u1ed9t s\u1ed5 tay k\u1ef9 thu\u1eadt s\u1ed1 v\u1edbi c\u00e1c \u0111\u1ec1 xu\u1ea5t \u0111\u1ecba ph\u01b0\u01a1ng<\/li>\n
              • Cung c\u1ea5p nh\u1eadn ph\u00f2ng s\u1ed1 v\u00e0 m\u00e3 kh\u00f3a cho kh\u00e1ch<\/li>\n<\/ul>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

                Ch\u00eca kh\u00f3a l\u00e0 thi\u1ebft l\u1eadp c\u00e1c k\u1ef3 v\u1ecdng th\u1ef1c t\u1ebf v\u00e0 sau \u0111\u00f3 kh\u00f4ng ch\u1ec9 \u0111\u00e1p \u1ee9ng m\u00e0 c\u00f2n v\u01b0\u1ee3t qua ch\u00fang – t\u1ed1t nh\u1ea5t l\u00e0 m\u1ed9t c\u00e1ch b\u1ea5t ng\u1edd v\u00e0 h\u1eefu \u00edch. \u2013 Richard Branson, Ng\u01b0\u1eddi s\u00e1ng l\u1eadp T\u1eadp \u0111o\u00e0n Virgin. C\u00e2u tr\u00edch d\u1eabn n\u00e0y r\u1ea5t \u0111\u00fang trong ng\u00e0nh kh\u00e1ch s\u1ea1n, n\u01a1i m\u00e0 c\u00e1c […]<\/p>\n","protected":false},"author":1,"featured_media":441844,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_seopress_robots_primary_cat":"","_seopress_titles_title":"","_seopress_titles_desc":"","_seopress_robots_index":"","jnews-multi-image_gallery":[],"jnews_single_post":{"format":"standard","override":[{"template":"1","parallax":"1","fullscreen":"1","layout":"right-sidebar","sidebar":"default-sidebar","second_sidebar":"default-sidebar","sticky_sidebar":"1","share_position":"bottom","share_float_style":"share-monocrhome","show_share_counter":"1","show_view_counter":"1","show_featured":"1","show_post_meta":"1","show_post_author_image":"1","show_post_date":"1","post_date_format":"default","post_date_format_custom":"Y\/m\/d","show_post_category":"1","show_post_reading_time":"1","post_reading_time_wpm":"500","post_calculate_word_method":"str_word_count","show_zoom_button":"0","zoom_button_out_step":"2","zoom_button_in_step":"3","show_post_tag":"1","show_prev_next_post":"1","show_popup_post":"1","number_popup_post":"1","show_author_box":"0","show_post_related":"1","show_inline_post_related":"0"}],"image_override":[{"single_post_thumbnail_size":"crop-500","single_post_gallery_size":"crop-500"}],"trending_post_position":"meta","trending_post_label":"Trending","sponsored_post_label":"Sponsored by","disable_ad":"0","subtitle":""},"jnews_primary_category":[],"footnotes":""},"categories":[172],"tags":[],"class_list":["post-441843","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-nghe-du-lich"],"_links":{"self":[{"href":"https:\/\/otavietnam.com\/blog\/wp-json\/wp\/v2\/posts\/441843","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/otavietnam.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/otavietnam.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/otavietnam.com\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/otavietnam.com\/blog\/wp-json\/wp\/v2\/comments?post=441843"}],"version-history":[{"count":1,"href":"https:\/\/otavietnam.com\/blog\/wp-json\/wp\/v2\/posts\/441843\/revisions"}],"predecessor-version":[{"id":441847,"href":"https:\/\/otavietnam.com\/blog\/wp-json\/wp\/v2\/posts\/441843\/revisions\/441847"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/otavietnam.com\/blog\/wp-json\/wp\/v2\/media\/441844"}],"wp:attachment":[{"href":"https:\/\/otavietnam.com\/blog\/wp-json\/wp\/v2\/media?parent=441843"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/otavietnam.com\/blog\/wp-json\/wp\/v2\/categories?post=441843"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/otavietnam.com\/blog\/wp-json\/wp\/v2\/tags?post=441843"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}