{"id":51700,"date":"2023-12-20T01:06:42","date_gmt":"2023-12-19T18:06:42","guid":{"rendered":"https:\/\/masterskills.org\/blog\/hanh-trinh-khach-hang-co-hoi-de-nam-bat-trai-tim-khach-hang.html"},"modified":"2023-12-20T01:06:42","modified_gmt":"2023-12-19T18:06:42","slug":"hanh-trinh-khach-hang-co-hoi-de-nam-bat-trai-tim-khach-hang","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/hanh-trinh-khach-hang-co-hoi-de-nam-bat-trai-tim-khach-hang.html","title":{"rendered":"H\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng \u2013 C\u01a1 h\u1ed9i \u0111\u1ec3 n\u1eafm b\u1eaft \u201ctr\u00e1i tim\u201d kh\u00e1ch h\u00e0ng"},"content":{"rendered":"
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H\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t qu\u00e1 tr\u00ecnh quan tr\u1ecdng gi\u00fap c\u00e1c doanh nghi\u1ec7p t\u0103ng c\u01b0\u1eddng s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 t\u1ed1i \u0111a h\u00f3a gi\u00e1 tr\u1ecb kh\u00e1ch h\u00e0ng mang l\u1ea1i. Tuy nhi\u00ean, kh\u00f4ng ph\u1ea3i doanh nghi\u1ec7p n\u00e0o c\u0169ng hi\u1ec3u r\u00f5 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec v\u00e0 t\u1ea1i sao n\u00f3 l\u1ea1i quan tr\u1ecdng \u0111\u1ed1i v\u1edbi doanh nghi\u1ec7p.<\/span><\/p>\n

H\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec?<\/b><\/h2>\n

H\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng (customer journey) l\u00e0 qu\u00e1 tr\u00ecnh m\u00e0 kh\u00e1ch h\u00e0ng tr\u1ea3i qua khi t\u00ecm hi\u1ec3u, mua s\u1eafm, s\u1eed d\u1ee5ng hay tr\u1ea3i nghi\u1ec7m s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a m\u1ed9t doanh nghi\u1ec7p.\u00a0<\/span><\/p>\n

\"H\u00e0nh<\/p>\n

H\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng (customer journey) l\u00e0 g\u00ec?<\/p>\n<\/div>\n

Nh\u1eefng giai \u0111o\u1ea1n kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 tr\u1ea3i qua trong h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng bao g\u1ed3m vi\u1ec7c t\u00ecm ki\u1ebfm th\u00f4ng tin, \u0111\u1ecdc \u0111\u00e1nh gi\u00e1, th\u0103m trang web c\u1ee7a doanh nghi\u1ec7p, t\u01b0\u01a1ng t\u00e1c v\u1edbi nh\u00e2n vi\u00ean b\u00e1n h\u00e0ng, mua h\u00e0ng, s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 v\u00e0 \u0111\u00e1nh gi\u00e1 l\u1ea1i tr\u1ea3i nghi\u1ec7m c\u1ee7a m\u00ecnh. Qu\u00e1 tr\u00ecnh n\u00e0y c\u00f3 th\u1ec3 k\u00e9o d\u00e0i t\u1eeb v\u00e0i gi\u1edd \u0111\u1ebfn v\u00e0i tu\u1ea7n ho\u1eb7c th\u1eadm ch\u00ed c\u1ea3 n\u0103m, t\u00f9y thu\u1ed9c v\u00e0o lo\u1ea1i s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 m\u00e0 doanh nghi\u1ec7p cung c\u1ea5p. V\u00ec v\u1eady, hi\u1ec3u r\u00f5 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t y\u1ebfu t\u1ed1 quan tr\u1ecdng gi\u00fap doanh nghi\u1ec7p \u0111\u00e1p \u1ee9ng \u0111\u01b0\u1ee3c nhu c\u1ea7u v\u00e0 mong mu\u1ed1n c\u1ee7a kh\u00e1ch h\u00e0ng, gi\u00fap kh\u00e1ch h\u00e0ng nhanh ch\u00f3ng ra quy\u1ebft \u0111\u1ecbnh.<\/span><\/p>\n

C\u00e1c giai \u0111o\u1ea1n c\u1ee7a h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng<\/b><\/h2>\n

M\u1ed7i giai \u0111o\u1ea1n trong b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng \u0111\u1ec1u quan tr\u1ecdng v\u00e0 \u1ea3nh h\u01b0\u1edfng \u0111\u1ebfn quy\u1ebft \u0111\u1ecbnh mua h\u00e0ng c\u1ee7a kh\u00e1ch h\u00e0ng, hay kh\u1ea3 n\u0103ng g\u1eafn b\u00f3 c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi doanh nghi\u1ec7p. Vi\u1ec7c hi\u1ec3u r\u00f5 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng gi\u00fap doanh nghi\u1ec7p \u0111\u01b0a ra c\u00e1c chi\u1ebfn l\u01b0\u1ee3c kinh doanh ph\u00f9 h\u1ee3p \u0111\u1ec3 t\u1ea1o ra tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c cho kh\u00e1ch h\u00e0ng. C\u00e1c giai \u0111o\u1ea1n c\u1ee7a h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng bao g\u1ed3m:<\/span><\/p>\n

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  • Giai \u0111o\u1ea1n 1: Nh\u1eadn th\u1ee9c (Awareness)<\/span><\/li>\n
  • Giai \u0111o\u1ea1n 2: C\u00e2n nh\u1eafc (Consideration):<\/span><\/li>\n
  • Giai \u0111o\u1ea1n 3: Quy\u1ebft \u0111\u1ecbnh mua h\u00e0ng (Conversation \u2013 chuy\u1ec3n \u0111\u1ed5i)<\/span><\/li>\n
  • Giai \u0111o\u1ea1n 4: Duy tr\u00ec (Retention)<\/span><\/li>\n
  • Giai \u0111o\u1ea1n 5: Trung th\u00e0nh (Loyalty)\u00a0<\/span><\/li>\n<\/ul>\n

    Giai \u0111o\u1ea1n 1: Nh\u1eadn th\u1ee9c v\u1ec1 s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5<\/b><\/h3>\n

    Giai \u0111o\u1ea1n nh\u1eadn th\u1ee9c (Awareness) trong h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng l\u00e0 l\u00fac kh\u00e1ch h\u00e0ng b\u1eaft \u0111\u1ea7u bi\u1ebft \u0111\u1ebfn s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a c\u00f4ng ty. \u0110\u00e2y l\u00e0 giai \u0111o\u1ea1n quan tr\u1ecdng nh\u1ea5t trong vi\u1ec7c thu h\u00fat kh\u00e1ch h\u00e0ng m\u1edbi v\u00e0 t\u1ea1o ra m\u1ed9t c\u01a1 h\u1ed9i \u0111\u1ec3 th\u1ec3 hi\u1ec7n gi\u00e1 tr\u1ecb c\u1ee7a s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a c\u00f4ng ty.<\/span><\/p>\n

    \"Giai<\/p>\n

    Giai \u0111o\u1ea1n nh\u1eadn th\u1ee9c (Awareness) l\u00e0 giai \u0111o\u1ea1n \u0111\u1ea7u ti\u00ean trong h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng<\/p>\n<\/div>\n

    Trong giai \u0111o\u1ea1n nh\u1eadn th\u1ee9c, c\u00f4ng ty c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng nhi\u1ec1u k\u00eanh qu\u1ea3ng c\u00e1o \u0111\u1ec3 gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a m\u00ecnh cho kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng, bao g\u1ed3m:<\/span><\/p>\n

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    • Qu\u1ea3ng c\u00e1o tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i: S\u1eed d\u1ee5ng c\u00e1c n\u1ec1n t\u1ea3ng m\u1ea1ng x\u00e3 h\u1ed9i nh\u01b0 Facebook, Instagram, Twitter \u0111\u1ec3 \u0111\u0103ng t\u1ea3i c\u00e1c b\u00e0i vi\u1ebft, h\u00ecnh \u1ea3nh, video qu\u1ea3ng c\u00e1o \u0111\u1ec3 gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a m\u00ecnh \u0111\u1ebfn kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng.<\/span><\/li>\n
    • Qu\u1ea3ng c\u00e1o tr\u00ean trang web c\u1ee7a c\u00f4ng ty: \u0110\u0103ng t\u1ea3i c\u00e1c banner qu\u1ea3ng c\u00e1o, h\u00ecnh \u1ea3nh, video tr\u00ean trang web c\u1ee7a m\u00ecnh \u0111\u1ec3 gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5.<\/span><\/li>\n
    • T\u1ed5 ch\u1ee9c s\u1ef1 ki\u1ec7n: T\u1ed5 ch\u1ee9c c\u00e1c s\u1ef1 ki\u1ec7n, tri\u1ec3n l\u00e3m \u0111\u1ec3 gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 \u0111\u1ebfn kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng.<\/span><\/li>\n
    • Qu\u1ea3ng c\u00e1o tr\u00ean c\u00e1c trang b\u00e1o, t\u1ea1p ch\u00ed: \u0110\u1eb7t qu\u1ea3ng c\u00e1o tr\u00ean c\u00e1c trang b\u00e1o, t\u1ea1p ch\u00ed \u0111\u1ec3 gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 \u0111\u1ebfn \u0111\u1ed1i t\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng mong mu\u1ed1n.<\/span><\/li>\n
    • Email marketing: S\u1eed d\u1ee5ng email marketing \u0111\u1ec3 gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a m\u00ecnh \u0111\u1ebfn kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng.<\/span><\/li>\n<\/ul>\n

      \u0110\u1ec3 thu h\u00fat kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng trong giai \u0111o\u1ea1n nh\u1eadn th\u1ee9c, c\u00f4ng ty c\u1ea7n t\u1ea1o ra m\u1ed9t th\u00f4ng \u0111i\u1ec7p qu\u1ea3ng c\u00e1o h\u1ea5p d\u1eabn v\u00e0 thu h\u00fat s\u1ef1 ch\u00fa \u00fd c\u1ee7a kh\u00e1ch h\u00e0ng. Ngo\u00e0i ra, c\u00f4ng ty c\u1ea7n ph\u1ea3i x\u00e1c \u0111\u1ecbnh \u0111\u00fang \u0111\u1ed1i t\u01b0\u1ee3ng kh\u00e1ch h\u00e0ng \u0111\u1ec3 t\u1ed1i \u01b0u h\u00f3a chi ph\u00ed qu\u1ea3ng c\u00e1o v\u00e0 \u0111\u1ea3m b\u1ea3o r\u1eb1ng th\u00f4ng \u0111i\u1ec7p c\u1ee7a m\u00ecnh \u0111\u1ebfn \u0111\u00fang ng\u01b0\u1eddi.<\/span><\/p>\n

      Giai \u0111o\u1ea1n 2: C\u00e2n nh\u1eafc (Consideration)<\/b><\/h3>\n

      Giai \u0111o\u1ea1n c\u00e2n nh\u1eafc (Consideration) trong b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng l\u00e0 khi kh\u00e1ch h\u00e0ng \u0111\u00e3 c\u00f3 nh\u1eadn th\u1ee9c nh\u1ea5t \u0111\u1ecbnh v\u1ec1 s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a c\u00f4ng ty, v\u00e0 \u0111ang \u0111\u00e1nh gi\u00e1 t\u00ednh kh\u1ea3 thi v\u00e0 l\u1ee3i \u00edch c\u1ee7a s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 n\u00e0y so v\u1edbi c\u00e1c s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 t\u01b0\u01a1ng t\u1ef1 c\u1ee7a c\u00e1c c\u00f4ng ty kh\u00e1c, tr\u01b0\u1edbc khi quy\u1ebft \u0111\u1ecbnh c\u00f3 mua h\u00e0ng hay kh\u00f4ng.<\/span><\/p>\n

      \u1ede giai \u0111o\u1ea1n n\u00e0y, kh\u00e1ch h\u00e0ng th\u01b0\u1eddng s\u1ebd t\u00ecm hi\u1ec3u th\u00eam th\u00f4ng tin v\u1ec1 s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5, so s\u00e1nh gi\u00e1 c\u1ea3 v\u00e0 \u0111\u00e1nh gi\u00e1 c\u00e1c \u0111\u00e1nh gi\u00e1 v\u00e0 nh\u1eadn x\u00e9t c\u1ee7a ng\u01b0\u1eddi d\u00f9ng kh\u00e1c \u0111\u1ec3 \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh cu\u1ed1i c\u00f9ng.<\/span><\/p>\n

      C\u00e1c c\u00f4ng ty c\u00f3 th\u1ec3 t\u1ed1i \u01b0u ho\u00e1 chi\u1ebfn l\u01b0\u1ee3c ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng \u1edf giai \u0111o\u1ea1n n\u00e0y b\u1eb1ng c\u00e1ch:<\/span><\/p>\n

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      • Cung c\u1ea5p \u01b0u \u0111\u00e3i trong gi\u1edbi h\u1ea1n th\u1eddi gian n\u00e0o \u0111\u00f3 v\u1edbi kh\u00e1ch h\u00e0ng mua h\u00e0ng l\u1ea7n \u0111\u1ea7u\u2026<\/span><\/li>\n
      • C\u00f3 s\u1ef1 t\u01b0\u01a1ng t\u00e1c kh\u00e1ch h\u00e0ng ch\u1ee7 \u0111\u1ed9ng v\u00e0 tr\u1ef1c ti\u1ebfp h\u01a1n: nh\u01b0 g\u1ecdi \u0111i\u1ec7n, nh\u1eafn tin, h\u1eb9n t\u01b0 v\u1ea5n tr\u1ef1c ti\u1ebfp \u2026<\/span><\/li>\n
      • Cung c\u1ea5p c\u00e1c \u0111\u00e1nh gi\u00e1 v\u00e0 nh\u1eadn x\u00e9t c\u1ee7a kh\u00e1ch h\u00e0ng kh\u00e1c: C\u00e1c \u0111\u00e1nh gi\u00e1 v\u00e0 nh\u1eadn x\u00e9t c\u1ee7a kh\u00e1ch h\u00e0ng kh\u00e1c s\u1ebd gi\u00fap kh\u00e1ch h\u00e0ng d\u1ec5 d\u00e0ng c\u00e2n nh\u1eafc v\u00e0 \u0111\u01b0a ra quy\u1ebft \u0111\u1ecbnh cu\u1ed1i c\u00f9ng h\u01a1n. Theo b\u00e1o c\u00e1o c\u1ee7a Dixa,\u00a0 79% kh\u00e1ch h\u00e0ng coi tr\u1ecdng \u0111\u00e1nh gi\u00e1 v\u00e0 \u0111\u1ec1 xu\u1ea5t c\u00e1 nh\u00e2n c\u1ee7a nh\u1eefng kh\u00e1ch h\u00e0ng kh\u00e1c. Ngo\u00e0i ra, c\u00e1c b\u00e0i \u0111\u00e1nh gi\u00e1 gi\u00fap doanh s\u1ed1 b\u00e1n h\u00e0ng c\u1ee7a doanh nghi\u1ec7p t\u0103ng 18%.<\/span><\/li>\n<\/ul>\n

        Qua c\u00e1c ho\u1ea1t \u0111\u1ed9ng trong giai \u0111o\u1ea1n c\u00e2n nh\u1eafc, c\u00f4ng ty c\u1ea7n t\u1ea1o ra m\u1ed9t tr\u1ea3i nghi\u1ec7m t\u00edch c\u1ef1c v\u00e0 \u0111\u1ed9c \u0111\u00e1o \u0111\u1ec3 thu h\u00fat s\u1ef1 quan t\u00e2m c\u1ee7a kh\u00e1ch h\u00e0ng, th\u00fac \u0111\u1ea9y kh\u00e1ch h\u00e0ng ra quy\u1ebft \u0111\u1ecbnh mua h\u00e0ng nhanh h\u01a1n, t\u1ea1o d\u1ea5u \u1ea5n n\u1ed5i tr\u1ed9i h\u01a1n so v\u1edbi \u0111\u1ed1i th\u1ee7 \u0111\u1ec3 kh\u00e1ch h\u00e0ng nh\u1edb \u0111\u1ebfn m\u00ecnh \u0111\u1ea7u ti\u00ean khi h\u1ecd c\u00f3 quy\u1ebft \u0111\u1ecbnh mua h\u00e0ng.\u00a0<\/span><\/p>\n

        Giai \u0111o\u1ea1n 3: Quy\u1ebft \u0111\u1ecbnh mua h\u00e0ng\/ giai \u0111o\u1ea1n chuy\u1ec3n \u0111\u1ed5i (Conversation)<\/b><\/h3>\n

        Giai \u0111o\u1ea1n quy\u1ebft \u0111\u1ecbnh mua h\u00e0ng (Conversation) l\u00e0 giai \u0111o\u1ea1n quan tr\u1ecdng nh\u1ea5t trong s\u01a1 \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng, khi kh\u00e1ch h\u00e0ng \u0111\u00e3 quy\u1ebft \u0111\u1ecbnh mua s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a c\u00f4ng ty. \u0110\u00e2y l\u00e0 giai \u0111o\u1ea1n m\u00e0 c\u00e1c c\u00f4ng ty c\u1ea7n ph\u1ea3i t\u1eadp trung n\u1ed7 l\u1ef1c \u0111\u1ec3 thuy\u1ebft ph\u1ee5c kh\u00e1ch h\u00e0ng mua s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a m\u00ecnh.<\/span><\/p>\n

        \"\u0110\u1ec3<\/p>\n

        \u0110\u1ec3 kh\u00e1ch h\u00e0ng ra quy\u1ebft \u0111\u1ecbnh, doanh nghi\u1ec7p c\u1ea7n t\u0103ng c\u01b0\u1eddng h\u1ed7 tr\u1ee3, t\u1ed1i \u01b0u quy tr\u00ecnh, \u2026<\/p>\n<\/div>\n

        C\u00e1c ho\u1ea1t \u0111\u1ed9ng quan tr\u1ecdng trong giai \u0111o\u1ea1n quy\u1ebft \u0111\u1ecbnh mua h\u00e0ng bao g\u1ed3m:<\/span><\/p>\n

          \n
        • T\u0103ng c\u01b0\u1eddng h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng \u0111\u1ec3 gi\u1ea3i \u0111\u00e1p c\u00e1c th\u1eafc m\u1eafc c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a c\u00f4ng ty. C\u00e1c c\u00f4ng ty c\u0169ng c\u00f3 th\u1ec3 cung c\u1ea5p c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh h\u1ed7 tr\u1ee3 sau b\u00e1n h\u00e0ng nh\u01b0 b\u1ea3o h\u00e0nh, h\u1eadu m\u00e3i, d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng t\u1ed1t \u0111\u1ec3 thu h\u00fat kh\u00e1ch h\u00e0ng.<\/span><\/li>\n
        • T\u1ed1i \u01b0u h\u00f3a quy tr\u00ecnh mua h\u00e0ng, thanh to\u00e1n: T\u1ed1i \u01b0u h\u00f3a quy tr\u00ecnh mua h\u00e0ng \u0111\u1ec3 gi\u00fap kh\u00e1ch h\u00e0ng d\u1ec5 d\u00e0ng v\u00e0 nhanh ch\u00f3ng mua v\u00e0 thanh to\u00e1n s\u1ea3n ph\u1ea9m. C\u00e1c c\u00f4ng ty c\u00f3 th\u1ec3 cung c\u1ea5p nhi\u1ec1u ph\u01b0\u01a1ng th\u1ee9c thanh to\u00e1n, \u0111\u1eb7t h\u00e0ng tr\u1ef1c tuy\u1ebfn v\u00e0 v\u1eadn chuy\u1ec3n h\u00e0ng h\u00f3a nhanh ch\u00f3ng \u0111\u1ec3 thu h\u00fat kh\u00e1ch h\u00e0ng.<\/span><\/li>\n
        • T\u1ea1o ra c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh khuy\u1ebfn m\u00e3i: T\u1ea1o c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh nh\u01b0 gi\u1ea3m gi\u00e1, t\u1eb7ng qu\u00e0, t\u1eb7ng voucher\u2026 \u0111\u1ec3 k\u00edch th\u00edch kh\u00e1ch h\u00e0ng nhanh ch\u00f3ng ra quy\u1ebft \u0111\u1ecbnh.<\/span><\/li>\n
        • T\u1ed1i \u01b0u h\u00f3a trang web v\u00e0 trang mua h\u00e0ng: C\u00e1c c\u00f4ng ty c\u1ea7n t\u1ed1i \u01b0u h\u00f3a trang web v\u00e0 trang mua h\u00e0ng c\u1ee7a m\u00ecnh \u0111\u1ec3 gi\u00fap kh\u00e1ch h\u00e0ng d\u1ec5 d\u00e0ng t\u00ecm ki\u1ebfm th\u00f4ng tin; \u0111\u1eb7t h\u00e0ng tr\u1ef1c tuy\u1ebfn m\u1ed9t c\u00e1ch nhanh ch\u00f3ng v\u00e0 ti\u1ec7n l\u1ee3i.<\/span><\/li>\n<\/ul>\n

          Giai \u0111o\u1ea1n 4: Duy tr\u00ec (Retention)<\/b><\/h3>\n

          Giai \u0111o\u1ea1n duy tr\u00ec (Retention) l\u00e0 giai \u0111o\u1ea1n m\u00e0 c\u00e1c c\u00f4ng ty c\u1ea7n t\u1eadp trung n\u1ed7 l\u1ef1c \u0111\u1ec3 duy tr\u00ec quan h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i c\u1ee7a m\u00ecnh. Theo Harvard Business, t\u0103ng 5% t\u1ef7 l\u1ec7 gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 t\u0103ng l\u1ee3i nhu\u1eadn c\u1ee7a doanh nghi\u1ec7p t\u1eeb 25 \u2013 95% v\u00e0 ti\u1ebft ki\u1ec7m \u0111\u1ebfn 30-50% chi ph\u00ed marketing so v\u1edbi vi\u1ec7c t\u00ecm ki\u1ebfm kh\u00e1ch h\u00e0ng m\u1edbi.\u00a0<\/span><\/p>\n

          V\u00ec v\u1eady, giai \u0111o\u1ea1n duy tr\u00ec gi\u00fap doanh nghi\u1ec7p t\u0103ng doanh s\u1ed1 b\u1eb1ng c\u00e1ch gi\u1eef ch\u00e2n kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i c\u1ee7a c\u00f4ng ty v\u00e0 gi\u1ea3m chi ph\u00ed thu h\u00fat kh\u00e1ch h\u00e0ng m\u1edbi. C\u00e1c ho\u1ea1t \u0111\u1ed9ng quan tr\u1ecdng trong giai \u0111o\u1ea1n duy tr\u00ec bao g\u1ed3m:<\/span><\/p>\n

            \n
          • T\u1ea1o ra tr\u1ea3i nghi\u1ec7m t\u1ed1t cho kh\u00e1ch h\u00e0ng: T\u1ea1o ra tr\u1ea3i nghi\u1ec7m t\u1ed1t cho kh\u00e1ch h\u00e0ng khi mua s\u1ea3n ph\u1ea9m, l\u00e0m t\u0103ng s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ec3 \u201cbi\u1ebfn\u201d kh\u00e1ch h\u00e0ng tr\u1edf th\u00e0nh kh\u00e1ch h\u00e0ng th\u01b0\u1eddng xuy\u00ean c\u1ee7a c\u00f4ng ty.<\/span><\/li>\n
          • \u0110\u01b0a ra d\u1ecbch v\u1ee5 h\u1eadu m\u00e3i t\u1ed1t: C\u00e1c d\u1ecbch v\u1ee5 h\u1eadu m\u00e3i t\u1ed1t khi\u1ebfn kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y h\u00e0i l\u00f2ng v\u1ec1 s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a c\u00f4ng ty v\u00e0 mu\u1ed1n ti\u1ebfp t\u1ee5c s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a c\u00f4ng ty trong t\u01b0\u01a1ng lai. C\u00e1c d\u1ecbch v\u1ee5 h\u1eadu m\u00e3i c\u00f3 th\u1ec3 bao g\u1ed3m b\u1ea3o h\u00e0nh, s\u1eeda ch\u1eefa, n\u00e2ng c\u1ea5p, t\u01b0 v\u1ea5n v\u00e0 h\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng.<\/span><\/li>\n
          • T\u1ea1o ra c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh kh\u00e1ch h\u00e0ng th\u01b0\u1eddng xuy\u00ean: C\u00e1c c\u00f4ng ty c\u00f3 th\u1ec3 t\u1ea1o ra c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh kh\u00e1ch h\u00e0ng th\u01b0\u1eddng xuy\u00ean nh\u01b0 ch\u01b0\u01a1ng tr\u00ecnh t\u00edch l\u0169y \u0111i\u1ec3m, ch\u01b0\u01a1ng tr\u00ecnh \u01b0u \u0111\u00e3i, ch\u01b0\u01a1ng tr\u00ecnh khuy\u1ebfn m\u00e3i d\u00e0nh cho kh\u00e1ch h\u00e0ng th\u00e2n thi\u1ebft \u0111\u1ec3 kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y \u0111\u01b0\u1ee3c \u0111\u00e1nh gi\u00e1 v\u00e0 coi tr\u1ecdng.<\/span><\/li>\n
          • G\u1eedi th\u00f4ng tin v\u00e0 c\u1eadp nh\u1eadt s\u1ea3n ph\u1ea9m m\u1edbi: C\u1eadp nh\u1eadt s\u1ea3n ph\u1ea9m m\u1edbi \u0111\u1ebfn kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i c\u1ee7a m\u00ecnh \u0111\u1ec3 kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 ti\u1ebfp t\u1ee5c mua s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a c\u00f4ng ty. C\u00e1c c\u00f4ng ty c\u00f3 th\u1ec3 g\u1eedi th\u00f4ng tin qua email, tin nh\u1eafn ho\u1eb7c c\u00e1c k\u00eanh kh\u00e1c.<\/span><\/li>\n
          • Ph\u1ea3n h\u1ed3i v\u00e0 gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng: C\u00e1c c\u00f4ng ty c\u1ea7n ph\u1ea3n h\u1ed3i v\u00e0 gi\u1ea3i quy\u1ebft c\u00e1c v\u1ea5n \u0111\u1ec1 c\u1ee7a kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch nhanh ch\u00f3ng v\u00e0 hi\u1ec7u qu\u1ea3 \u0111\u1ec3 kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y \u0111\u01b0\u1ee3c ch\u0103m s\u00f3c v\u00e0 quan t\u00e2m. \u0110i\u1ec1u n\u00e0y c\u0169ng gi\u00fap t\u0103ng \u0111\u1ed9 tin c\u1eady v\u00e0 l\u00f2ng tin c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed1i v\u1edbi c\u00f4ng ty.<\/span><\/li>\n
          • T\u0103ng c\u01b0\u1eddng li\u00ean h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng: C\u00e1c c\u00f4ng ty n\u00ean t\u0103ng c\u01b0\u1eddng li\u00ean h\u1ec7 v\u1edbi kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i c\u1ee7a m\u00ecnh th\u00f4ng qua c\u00e1c ho\u1ea1t \u0111\u1ed9ng nh\u01b0 \u0111i\u1ec7n tho\u1ea1i, email, m\u1ea1ng x\u00e3 h\u1ed9i\u2026 \u0111\u1ec3 kh\u00e1ch h\u00e0ng c\u1ea3m th\u1ea5y \u0111\u01b0\u1ee3c quan t\u00e2m v\u00e0 gi\u00fap t\u1ea1o ra m\u1ed1i quan h\u1ec7 l\u00e2u d\u00e0i gi\u1eefa c\u00f4ng ty v\u00e0 kh\u00e1ch h\u00e0ng.<\/span><\/li>\n<\/ul>\n

            Giai \u0111o\u1ea1n 5: Trung th\u00e0nh (Loyalty)\u00a0<\/b><\/h3>\n

            Giai \u0111o\u1ea1n trung th\u00e0nh (Loyalty) l\u00e0 giai \u0111o\u1ea1n cu\u1ed1i c\u00f9ng trong m\u00f4 h\u00ecnh h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng, n\u01a1i m\u00e0 kh\u00e1ch h\u00e0ng \u0111\u00e3 mua s\u1ea3n ph\u1ea9m ho\u1eb7c s\u1eed d\u1ee5ng d\u1ecbch v\u1ee5 c\u1ee7a c\u00f4ng ty trong m\u1ed9t th\u1eddi gian d\u00e0i v\u00e0 h\u1ecd \u0111\u00e3 tr\u1edf th\u00e0nh nh\u1eefng kh\u00e1ch h\u00e0ng trung th\u00e0nh c\u1ee7a c\u00f4ng ty.<\/span><\/p>\n

            \"Kh\u00e1ch<\/p>\n

            Kh\u00e1ch h\u00e0ng trung th\u00e0nh l\u00e0 nh\u1eefng ng\u01b0\u1eddi quan tr\u1ecdng, gi\u00fap doanh nghi\u1ec7p ph\u00e1t tri\u1ec3n b\u1ec1n v\u1eefng<\/p>\n<\/div>\n

            \u1ede giai \u0111o\u1ea1n n\u00e0y, c\u00f4ng ty c\u1ea7n t\u1ea1o ra c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh v\u00e0 ho\u1ea1t \u0111\u1ed9ng \u0111\u1ec3 x\u00e2y d\u1ef1ng l\u00f2ng trung th\u00e0nh, bao g\u1ed3m c\u00e1c ho\u1ea1t \u0111\u1ed9ng sau:<\/span><\/p>\n

              \n
            • T\u1ea1o ra c\u1ed9ng \u0111\u1ed3ng kh\u00e1ch h\u00e0ng: T\u1ea1o ra m\u1ed9t c\u1ed9ng \u0111\u1ed3ng kh\u00e1ch h\u00e0ng trung th\u00e0nh \u0111\u1ec3 khuy\u1ebfn kh\u00edch c\u00e1c kh\u00e1ch h\u00e0ng t\u01b0\u01a1ng t\u00e1c v\u1edbi nhau v\u00e0 chia s\u1ebb kinh nghi\u1ec7m, \u0111\u00e1nh gi\u00e1\u2026 c\u1ee7a h\u1ecd v\u1ec1 s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5. V\u00ed d\u1ee5 nh\u01b0 c\u1ed9ng \u0111\u1ed3ng kh\u00e1ch h\u00e0ng tr\u00ean Facebook c\u1ee7a Starbucks, h\u1ecd t\u1ea1o ra m\u1ed9t kh\u00f4ng gian \u0111\u1ec3 kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 chia s\u1ebb tr\u1ea3i nghi\u1ec7m, t\u01b0\u01a1ng t\u00e1c v\u1edbi nhau v\u00e0 th\u1eadm ch\u00ed \u0111\u01b0\u1ee3c c\u1eadp nh\u1eadt v\u1ec1 s\u1ea3n ph\u1ea9m m\u1edbi nh\u1ea5t c\u1ee7a h\u1ecd. Theo b\u00e1o c\u00e1o c\u1ee7a Facebook IQ , c\u00e1c kh\u00e1ch h\u00e0ng trong c\u1ed9ng \u0111\u1ed3ng n\u00e0y c\u00f3 t\u1ef7 l\u1ec7 quay l\u1ea1i Starbucks cao h\u01a1n g\u1ea5p 2,5 l\u1ea7n so v\u1edbi kh\u00e1ch h\u00e0ng kh\u00f4ng tham gia c\u1ed9ng \u0111\u1ed3ng.<\/span><\/li>\n
            • T\u1ea1o c\u00e1c ch\u01b0\u01a1ng tr\u00ecnh ti\u1ebfp th\u1ecb gi\u1edbi thi\u1ec7u(referral marketing): \u0110\u00e2y l\u00e0 m\u1ed9t chi\u1ebfn l\u01b0\u1ee3c marketing d\u1ef1a tr\u00ean vi\u1ec7c khuy\u1ebfn kh\u00edch kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a c\u00f4ng ty cho ng\u01b0\u1eddi th\u00e2n v\u00e0 b\u1ea1n b\u00e8 th\u00f4ng qua c\u00e1c k\u00eanh kh\u00e1c nhau nh\u01b0 m\u1ea1ng x\u00e3 h\u1ed9i, email, tin nh\u1eafn ho\u1eb7c tr\u1ef1c ti\u1ebfp. Referral marketing l\u00e0 m\u1ed9t c\u00e1ch \u0111\u1ec3 t\u0103ng kh\u1ea3 n\u0103ng ti\u1ebfp c\u1eadn v\u1edbi kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng th\u00f4ng qua s\u1ef1 tin t\u01b0\u1edfng v\u00e0 \u1ee7ng h\u1ed9 c\u1ee7a kh\u00e1ch h\u00e0ng hi\u1ec7n t\u1ea1i.<\/span><\/li>\n
            • T\u1ea1o ra c\u00e1c ch\u00ednh s\u00e1ch v\u00e0 d\u1ecbch v\u1ee5 d\u00e0nh ri\u00eang cho kh\u00e1ch h\u00e0ng \u1edf giai \u0111o\u1ea1n trung th\u00e0nh \u0111\u1ec3 th\u1ec3 hi\u1ec7n s\u1ef1 tri \u00e2n v\u00e0 t\u00f4n tr\u1ecdng v\u1edbi nh\u1eefng kh\u00e1ch h\u00e0ng \u0111\u1eb7c bi\u1ec7t n\u00e0y. V\u00ed d\u1ee5: t\u1ea1o s\u1ea3n ph\u1ea9m c\u00e1 nh\u00e2n h\u00f3a (in t\u00ean kh\u00e1ch h\u00e0ng l\u00ean s\u1ea3n ph\u1ea9m), t\u1eb7ng qu\u00e0, gi\u1ea3m gi\u00e1 \u0111\u1eb7c bi\u1ec7t ho\u1eb7c t\u1eb7ng c\u00e1c \u01b0u \u0111\u00e3i \u0111\u1ed9c quy\u1ec1n v\u00e0o c\u00e1c d\u1ecbp \u0111\u1eb7c bi\u1ec7t nh\u01b0 sinh nh\u1eadt, ng\u00e0y l\u1ec5\u2026<\/span><\/li>\n<\/ul>\n

              T\u1ea1i sao h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng quan tr\u1ecdng \u0111\u1ed1i v\u1edbi doanh nghi\u1ec7p<\/b><\/h2>\n

              H\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng \u0111\u00f3ng vai tr\u00f2 quan tr\u1ecdng \u0111\u1ed1i v\u1edbi doanh nghi\u1ec7p v\u00ec n\u00f3 mang l\u1ea1i nhi\u1ec1u l\u1ee3i \u00edch nh\u01b0:<\/span><\/p>\n

                \n
              • T\u0103ng kh\u1ea3 n\u0103ng mua h\u00e0ng<\/b>: M\u1ed9t nghi\u00ean c\u1ee9u c\u1ee7a McKinsey cho th\u1ea5y, kh\u00e1ch h\u00e0ng c\u00f3 tr\u1ea3i nghi\u1ec7m t\u1ed1t h\u01a1n \u1edf m\u1ed9t giai \u0111o\u1ea1n n\u00e0o \u0111\u00f3 trong h\u00e0nh tr\u00ecnh s\u1ebd c\u00f3 kh\u1ea3 n\u0103ng mua s\u1ea3n ph\u1ea9m ho\u1eb7c d\u1ecbch v\u1ee5 c\u1ee7a doanh nghi\u1ec7p \u0111\u00f3 l\u00ean t\u1edbi 74%.<\/span><\/li>\n
              • Gi\u1ea3m t\u1ef7 l\u1ec7 kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf:<\/b> Hi\u1ec3u \u0111\u01b0\u1ee3c h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng gi\u00fap doanh nghi\u1ec7p t\u00ecm ra nh\u1eefng v\u1ea5n \u0111\u1ec1 kh\u00e1ch h\u00e0ng g\u1eb7p ph\u1ea3i v\u00e0 gi\u1ea3i quy\u1ebft ch\u00fang k\u1ecbp th\u1eddi. Theo HubSpot, 71% kh\u00e1ch h\u00e0ng s\u1ebd chuy\u1ec3n \u0111\u1ebfn \u0111\u1ed1i th\u1ee7 c\u1ea1nh tranh n\u1ebfu h\u1ecd kh\u00f4ng \u0111\u01b0\u1ee3c h\u1ed7 tr\u1ee3 t\u1ed1t sau khi mua h\u00e0ng.<\/span><\/li>\n
              • T\u0103ng doanh s\u1ed1:<\/b> Theo b\u00e1o c\u00e1o c\u1ee7a McKinsey, doanh nghi\u1ec7p t\u1eadp trung v\u00e0o h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng c\u00f3 th\u1ec3 t\u0103ng doanh s\u1ed1 l\u00ean \u0111\u1ebfn 15% v\u00e0 gi\u1ea3m chi ph\u00ed marketing l\u00ean \u0111\u1ebfn 20%.<\/span><\/li>\n
              • T\u0103ng kh\u1ea3 n\u0103ng ti\u1ebfp c\u1eadn kh\u00e1ch h\u00e0ng m\u1edbi:<\/b> Nghi\u00ean c\u1ee9u c\u1ee7a Temkin Group cho th\u1ea5y, kh\u00e1ch h\u00e0ng h\u00e0i l\u00f2ng s\u1ebd gi\u1edbi thi\u1ec7u th\u01b0\u01a1ng hi\u1ec7u c\u1ee7a b\u1ea1n \u0111\u1ebfn ng\u01b0\u1eddi kh\u00e1c. Khi doanh nghi\u1ec7p cung c\u1ea5p cho kh\u00e1ch h\u00e0ng m\u1ed9t tr\u1ea3i nghi\u1ec7m h\u00e0nh tr\u00ecnh mua s\u1eafm t\u00edch c\u1ef1c, h\u1ecd c\u00f3 th\u1ec3 d\u1ec5 d\u00e0ng chia s\u1ebb doanh nghi\u1ec7p v\u1edbi b\u1ea1n b\u00e8 v\u00e0 gia \u0111\u00ecnh ho\u1eb7c c\u00e1c kh\u00e1ch h\u00e0ng ti\u1ec1m n\u0103ng m\u1edbi.<\/span><\/li>\n<\/ul>\n

                H\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t ph\u1ea7n quan tr\u1ecdng c\u1ee7a ho\u1ea1t \u0111\u1ed9ng kinh doanh c\u1ee7a doanh nghi\u1ec7p. V\u00ec v\u1eady, doanh nghi\u1ec7p c\u1ea7n ph\u1ea3i ch\u00fa tr\u1ecdng \u0111\u1ebfn h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng v\u00e0 \u0111\u1ea3m b\u1ea3o r\u1eb1ng h\u00e0nh tr\u00ecnh tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng lu\u00f4n lu\u00f4n \u0111\u01b0\u1ee3c t\u1ed1i \u01b0u. C\u00e1c doanh nghi\u1ec7p c\u0169ng c\u1ea7n li\u00ean t\u1ee5c nghi\u00ean c\u1ee9u v\u00e0 c\u1eadp nh\u1eadt h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng c\u1ee7a m\u00ecnh \u0111\u1ec3 th\u00edch nghi v\u1edbi s\u1ef1 thay \u0111\u1ed5i c\u1ee7a th\u1ecb tr\u01b0\u1eddng v\u00e0 \u0111\u00e1p \u1ee9ng nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch t\u1ed1t nh\u1ea5t.<\/span><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

                H\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng l\u00e0 m\u1ed9t qu\u00e1 tr\u00ecnh quan tr\u1ecdng gi\u00fap c\u00e1c doanh nghi\u1ec7p t\u0103ng c\u01b0\u1eddng s\u1ef1 h\u00e0i l\u00f2ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 t\u1ed1i \u0111a h\u00f3a gi\u00e1 tr\u1ecb kh\u00e1ch h\u00e0ng mang l\u1ea1i. Tuy nhi\u00ean, kh\u00f4ng ph\u1ea3i doanh nghi\u1ec7p n\u00e0o c\u0169ng hi\u1ec3u r\u00f5 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng l\u00e0 g\u00ec v\u00e0 t\u1ea1i sao n\u00f3 l\u1ea1i quan tr\u1ecdng \u0111\u1ed1i v\u1edbi doanh nghi\u1ec7p.<\/span><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[219],"tags":[],"_links":{"self":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/51700"}],"collection":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/comments?post=51700"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/51700\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=51700"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=51700"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=51700"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}