{"id":788107,"date":"2023-01-30T11:00:00","date_gmt":"2023-01-30T18:00:00","guid":{"rendered":"https:\/\/qa-release.questionpro.com\/blog\/musteri-hizmetleri-incelemeleri-ne-olduklari-ve-nasil-yonetilecekleri\/"},"modified":"2023-04-24T18:09:18","modified_gmt":"2023-04-24T18:09:18","slug":"musteri-hizmetleri-incelemeleri-ne-olduklari-ve-nasil-yonetilecekleri","status":"publish","type":"post","link":"https:\/\/qa-release.questionpro.com\/blog\/tr\/musteri-hizmetleri-incelemeleri-ne-olduklari-ve-nasil-yonetilecekleri\/","title":{"rendered":"M\u00fc\u015fteri Hizmetleri \u0130ncelemeleri: Ne Olduklar\u0131 ve Nas\u0131l Y\u00f6netilecekleri"},"content":{"rendered":"\n<p>Bir\u00e7ok m\u00fc\u015fteri, hem olumlu hem de olumsuz m\u00fc\u015fteri hizmetleri de\u011ferlendirmelerine y\u00fcksek de\u011fer vermektedir. Olumlu <a href=\"https:\/\/qa-release.questionpro.com\/blog\/customer-service\/\">m\u00fc\u015fteri hizmetleri<\/a> puanlar\u0131, m\u00fc\u015fterilere \u015firketiniz ve \u00fcr\u00fcnleriyle etkile\u015fim kurmaktan ho\u015flanacaklar\u0131 konusunda g\u00fcven verir.<\/p>\n\n<p>\u015eirketinizin kamuoyundaki imaj\u0131n\u0131 iyile\u015ftirmek i\u00e7in, kurulu\u015flar\u0131n bir\u00e7ok platformda m\u00fc\u015fteri hizmetleri de\u011ferlendirmelerini nas\u0131l arad\u0131\u011f\u0131n\u0131 ke\u015ffetmelisiniz. Bu blogda m\u00fc\u015fteri hizmetleri incelemelerini, \u00f6nemini ve nas\u0131l y\u00f6netilece\u011fini tan\u0131ml\u0131yoruz<\/p>\n\n<h2 class=\"wp-block-heading\">M\u00fc\u015fteri hizmetleri incelemeleri nedir?<\/h2>\n\n<p>M\u00fc\u015fteri hizmetleri incelemeleri, bir \u015firketin m\u00fc\u015fteri hizmetleri kalitesine ili\u015fkin t\u00fcketici de\u011ferlendirmeleri ve derecelendirmeleridir.<\/p>\n\n<p>Bu de\u011ferlendirmeler, hizmet h\u0131z\u0131 ve verimlili\u011fi, m\u00fc\u015fteri hizmetleri temsilcisinin g\u00fcler y\u00fczl\u00fcl\u00fc\u011f\u00fc ve profesyonelli\u011fi ve al\u0131nan hizmetten genel memnuniyet gibi \u00e7e\u015fitli fakt\u00f6rlere dayanabilir.<\/p>\n\n<p>M\u00fc\u015fteri hizmetleri incelemeleri, \u00e7evrimi\u00e7i inceleme siteleri, sosyal medya ve kurulu\u015fa do\u011frudan geri bildirim dahil olmak \u00fczere \u00e7e\u015fitli \u015fekillerde sa\u011flanabilir. Baz\u0131 t\u00fcketiciler, ba\u015fkalar\u0131n\u0131 bir \u00fcr\u00fcn\u00fc sat\u0131n almaya te\u015fvik etmek i\u00e7in m\u00fc\u015fteri hizmetleri incelemeleri g\u00f6nderirken, di\u011ferleri ba\u015fkalar\u0131n\u0131 bir firman\u0131n m\u00fc\u015fterisi olmaktan cayd\u0131rmaya \u00e7al\u0131\u015f\u0131r.<\/p>\n\n<p>Tek bir \u00fcr\u00fcn veya hizmete odaklanmak yerine, bir \u015firketin personelinin ve politikalar\u0131n\u0131n t\u00fcketicinin taleplerini kar\u015f\u0131lamak i\u00e7in nas\u0131l birlikte \u00e7al\u0131\u015ft\u0131\u011f\u0131na odaklan\u0131r.<\/p>\n\n<h2 class=\"wp-block-heading\">M\u00fc\u015fteri hizmetleri incelemelerinin \u00f6nemi<\/h2>\n\n<p>M\u00fc\u015fteri hizmetleri de\u011ferlendirmeleri \u00e7ok \u00f6nemlidir, \u00e7\u00fcnk\u00fc m\u00fc\u015fteriler i\u015fletmelerin kendilerine nas\u0131l davrand\u0131klar\u0131na b\u00fcy\u00fck \u00f6nem verirler. M\u00fc\u015fteri hizmetleri, al\u0131\u015fveri\u015f, sat\u0131n alma ve sahip olma dahil olmak \u00fczere her m\u00fc\u015fteri yolculu\u011fu a\u015famas\u0131nda \u00f6nemlidir.<\/p>\n\n<p>M\u00fc\u015fteriler, bir firma ile etkile\u015fimlerinin olumlu ve rahat olaca\u011f\u0131n\u0131 bilmek isterler. M\u00fc\u015fteri hizmetleri etkileri:<\/p>\n\n<ul>\n<h3><\/h3><li>Marka bilinirli\u011fi:<\/li>\n<\/ul>\n\n<p>Baz\u0131 i\u015fletmeler s\u00fcrekli olarak m\u00fckemmel m\u00fc\u015fteri hizmetleri sunarak \u00f6ne \u00e7\u0131kar. Bir m\u00fc\u015fteri rakip i\u015fletmeler aras\u0131nda karar verirken, bir \u015firketin ho\u015f ve yard\u0131mc\u0131 hizmet konusundaki daha b\u00fcy\u00fck \u00fcn\u00fc \u00e7ok \u00f6nemli olabilir.<\/p>\n\n<ul>\n<h3><\/h3><li>\u00dcr\u00fcn se\u00e7imi:  <\/li>\n<\/ul>\n\n<p>Uygun \u00fcr\u00fcn\u00fc sat\u0131n almak m\u00fc\u015fteri mutlulu\u011fu i\u00e7in kritik \u00f6neme sahiptir. M\u00fc\u015fteri hizmetleri, sorular\u0131 yan\u0131tlayarak, bilgi sunarak ve tavsiyelerde bulunarak m\u00fc\u015fterilerin tatmin edici al\u0131\u015fveri\u015fler yapmalar\u0131na yard\u0131mc\u0131 olmaya \u00e7al\u0131\u015f\u0131r.<\/p>\n\n<ul>\n<h3><\/h3><li>\u00dcr\u00fcn teslimat\u0131:  <\/li>\n<\/ul>\n\n<p>\u00d6zellikle online al\u0131\u015fveri\u015flerde, m\u00fc\u015fteriler bazen sat\u0131n alma i\u015flemlerini ger\u00e7ekle\u015ftirme ve takip etme konusunda yard\u0131ma ihtiya\u00e7 duyarlar. M\u00fc\u015fteri hizmetleri, teslimat\u0131 kolay ve h\u0131zl\u0131 hale getirmek i\u00e7in \u00e7aba g\u00f6stermektedir.<\/p>\n\n<ul>\n<h3><\/h3><li>\u00dcr\u00fcn yan\u0131t\u0131:<\/li>\n<\/ul>\n\n<p>T\u00fcketiciler \u00fcr\u00fcnleriyle ilgili sorun ya\u015farlarsa, m\u00fc\u015fteri hizmetlerinin \u00fcr\u00fcn\u00fc iade etme, de\u011fi\u015ftirme veya sorunu \u00e7\u00f6zme konusunda kendilerine yard\u0131mc\u0131 olaca\u011f\u0131n\u0131 umarlar.<\/p>\n\n<ul>\n<h3><\/h3><li>Genel olarak m\u00fc\u015fteri deneyimi:<\/li>\n<\/ul>\n\n<p>Bir i\u015fletme, beklentileri a\u015fmak ve m\u00fc\u015fteriler \u00fczerinde olumlu bir izlenim b\u0131rakmak i\u00e7in m\u00fc\u015fteri hizmetleri eylemlerini kullanabilir. \u00d6rne\u011fin, bir m\u00fc\u015fteri internetten bir pantolon sat\u0131n alabilir ve sat\u0131n ald\u0131\u011f\u0131 pantolona uygun bir g\u00f6mle\u011fin yan\u0131 s\u0131ra sat\u0131n alma i\u015flemi i\u00e7in te\u015fekk\u00fcr eden bir mesaj alabilir.<\/p>\n\n<h2 class=\"wp-block-heading\">M\u00fc\u015fteri hizmetleri incelemeleri nas\u0131l y\u00f6netilir?<\/h2>\n\n<p>\u015eirketinize olan ba\u011fl\u0131l\u0131klar\u0131 nedeniyle m\u00fc\u015fterileriniz seslerini duyurmak ister. O zaman aran\u0131zdaki ba\u011f\u0131 nas\u0131l koruyorsunuz?<\/p>\n\n<ul>\n<li>Ne s\u00f6ylediklerine dikkat edin.<\/li>\n\n\n\n<li>Uygun \u015fekilde tepki verin.<\/li>\n\n\n\n<li>Ele\u015ftirilere yan\u0131t olarak \u015firket prosed\u00fcrlerinizi uyarlay\u0131n.<\/li>\n\n\n\n<li>\u0130zleyicilerin kat\u0131l\u0131m\u0131 i\u00e7in f\u0131rsatlar sunmaya devam edin.<\/li>\n<\/ul>\n\n<p>Olumlu m\u00fc\u015fteri geri bildirimlerini nas\u0131l ele alaca\u011f\u0131m\u0131z\u0131 \u00f6\u011frenmek i\u00e7in biraz daha ileri gidelim. Bu taktikleri nas\u0131l kullanaca\u011f\u0131n\u0131z\u0131 \u00f6\u011frenin:<\/p>\n\n<ol>\n<h3><\/h3><li>Yorumcular sosyal kan\u0131t g\u00f6revi g\u00f6rebilir<\/li>\n<\/ol>\n\n<p>&#8220;Sosyal kan\u0131t, m\u00fc\u015fterilerin davran\u0131\u015flar\u0131n\u0131 ba\u015fkalar\u0131n\u0131n yapt\u0131klar\u0131na g\u00f6re de\u011fi\u015ftirdi\u011fi bir kavramd\u0131r [or say].&#8221;<\/p>\n\n<p>Bunun m\u00fc\u015fteri hizmetleri incelemeleriyle ne ilgisi var? M\u00fc\u015fteriler, web sitenizdeki m\u00fc\u015fteri yorumlar\u0131na ba\u011fl\u0131 olarak markan\u0131z\u0131 veya rakiplerinizin markalar\u0131n\u0131 se\u00e7erler.<\/p>\n\n<p>M\u00fc\u015fteriler \u015fimdi:<\/p>\n\n<ul>\n<li>Ek incelemeler ar\u0131yorum.<\/li>\n\n\n\n<li>Daha fazla inceleme filtreleniyor.<\/li>\n\n\n\n<li>T\u0131klayarak incelemeleri geni\u015fletme.<\/li>\n\n\n\n<li>\u0130ncelemenin tamam\u0131n\u0131 okuyorum.<\/li>\n<\/ul>\n\n<p><strong>Sonu\u00e7 olarak:<\/strong> M\u00fc\u015fteri hizmetleri incelemelerini sosyal kan\u0131t olarak kullanmak, pazar\u0131n markan\u0131z hakk\u0131ndaki izlenimini \u00f6nemli \u00f6l\u00e7\u00fcde de\u011fi\u015ftirebilir.<\/p>\n\n<ol start=\"2\">\n<h3><\/h3><li>M\u00fc\u015fteri yorumlar\u0131n\u0131 \u00e7evrimi\u00e7i olarak her yerde yay\u0131nlay\u0131n<\/li>\n<\/ol>\n\n<p>&#8220;Her yerde&#8221; daha g\u00fc\u00e7l\u00fc olabilir. Temel mesaj, hem geleneksel hem de dijital pazarlama platformlar\u0131nda m\u00fc\u015fteri referanslar\u0131 sunma \u015fans\u0131 aramakt\u0131r. Sundu\u011funuz hizmetler ve hedef pazar\u0131n\u0131zla uyumlu pazarlama kanallar\u0131n\u0131 kullanmak daha hayati \u00f6nem ta\u015f\u0131yor:<\/p>\n\n<ul>\n<li>Web siteniz<\/li>\n\n\n\n<li>E-posta kampanyalar\u0131<\/li>\n\n\n\n<li>Better Business Bureau<\/li>\n\n\n\n<li>Sosyal medya siteleri<\/li>\n\n\n\n<li>Bro\u015f\u00fcrler<\/li>\n\n\n\n<li>M\u00fc\u015fteri de\u011ferlendirme siteleri<\/li>\n\n\n\n<li>A\u00e7\u0131l\u0131\u015f sayfalar\u0131<\/li>\n\n\n\n<li>Flyers<\/li>\n\n\n\n<li>Google My Business vb.<br\/><\/li>\n<\/ul>\n\n<ol start=\"3\">\n<h3><\/h3><li>Sitenizde Bir \u0130nceleme Sekmesi veya Widget&#8217;\u0131 Olu\u015fturun<\/li>\n<\/ol>\n\n<p>\u0130nceleme widget&#8217;\u0131, t\u00fcketici g\u00fcvenini, d\u00f6n\u00fc\u015f\u00fcmleri ve SEO&#8217;yu art\u0131rmak i\u00e7in \u015firketinizin web sitesindeki incelemeleri g\u00f6sterir. Widget&#8217;lar a\u015fa\u011f\u0131daki bi\u00e7imde olabilir:<\/p>\n\n<p>Widget&#8217;lar, okuyucunun ilgisini hemen \u00e7eken ilgili, g\u00f6z at\u0131labilir m\u00fc\u015fteri de\u011ferlendirmelerini g\u00f6stermenize olanak tan\u0131r. Widget&#8217;lar web sitenizin herhangi bir yerine yerle\u015ftirilebilir ve sitenin stiline uyum sa\u011flayacak ve markan\u0131z\u0131 uygun \u015fekilde yans\u0131tacak \u015fekilde tasarlanabilir.<\/p>\n\n<p>Widget&#8217;lara animasyon da ekleyebilirsiniz. \u00c7e\u015fitli m\u00fc\u015fteri de\u011ferlendirmelerini d\u00f6nd\u00fcren kayan bir widget eklemeyi d\u00fc\u015f\u00fcn\u00fcn. Ayr\u0131ca di\u011fer web sitelerinden yorum almak ve bunlar\u0131 web sitenizde ger\u00e7ek zamanl\u0131 olarak g\u00fcncellemek i\u00e7in widget&#8217;lar olu\u015fturabilirsiniz.<\/p>\n\n<ol start=\"4\">\n<h3><\/h3><li>Olumsuz ve Yanl\u0131\u015f Yorumlar\u0131 G\u00f6rmezden Gelmeyin<\/li>\n<\/ol>\n\n<p>Olumsuz ele\u015ftirileri kabul etmek zordur. Yelkenlerinizin r\u00fczgar\u0131n\u0131 kesebilirler. \u00d6zellikle sahte yorumlar ya da at\u0131p tutmalar can s\u0131k\u0131c\u0131 olabilir. Ancak, ho\u015funuza gitse de gitmese de, i\u015fletmenizin olumsuz geri bildirime ihtiyac\u0131 vard\u0131r. \u0130\u015fte nedeni:<\/p>\n\n<ul>\n<li>M\u00fc\u015fteriler \u015firketinizle ilgili en k\u00f6t\u00fc senaryolar\u0131 tahmin edebilir.<\/li>\n\n\n\n<li>\u00c7ok say\u0131da iyi de\u011ferlendirme hileli veya yapmac\u0131k olabilir.<\/li>\n\n\n\n<li>Olumsuz yorumlar, m\u00fc\u015fterileriniz i\u00e7in endi\u015felendi\u011finizi g\u00f6stermenizi sa\u011flar.<\/li>\n\n\n\n<li>Olumsuz yorumlar, memnuniyetsiz t\u00fcketicilerle yeniden etkile\u015fime ge\u00e7mek i\u00e7in bir f\u0131rsat sunar.<\/li>\n\n\n\n<li>Hedef kitlenizin s\u0131n\u0131rlar\u0131n\u0131 \u00f6\u011frenirsiniz.<\/li>\n<\/ul>\n\n<p><strong>En \u00f6nemlisi de:<\/strong><\/p>\n\n<p>\u015eirketiniz hi\u00e7 olumsuz geri bildirim almazsa, asla b\u00fcy\u00fcyemez. Memnuniyetsiz m\u00fc\u015fteriler sizi \u015firketinize, markan\u0131za, mal ve hizmetlerinize, prosed\u00fcrlerinize, uygunlu\u011funuza, m\u00fc\u015fteri hizmetlerinize ve pazardaki konumunuza sert ve d\u00fcr\u00fcst bir \u015fekilde bakmaya iter.<\/p>\n\n<h2 class=\"wp-block-heading\">QuestionPro Cx Reputation ile m\u00fc\u015fteri hizmetleri de\u011ferlendirmeleri nas\u0131l y\u00f6netilir?<\/h2>\n\n<p>CX reputation, m\u00fc\u015fterileri dinlemenize, incelemelere yan\u0131t vermenize ve m\u00fc\u015fteri hizmetleri incelemelerinde yard\u0131mc\u0131 olabilecek \u00e7evrimi\u00e7i profilinizi geli\u015ftirmenize olanak tan\u0131yan sosyal medya itibar y\u00f6netimi yaz\u0131l\u0131m\u0131d\u0131r.  <\/p>\n\n<p>CX Reputation, yapay zeka duyarl\u0131l\u0131k analizi ve ger\u00e7ek zamanl\u0131 bir analiz panosu kullanarak geri bildirimleri toplay\u0131p analiz ederken ekibinize ba\u015fl\u0131ca genel incelemeler ve sosyal medya platformlar\u0131ndaki yorumlar\u0131 \u00e7apraz yay\u0131nlama ve yan\u0131tlama olana\u011f\u0131 sunar.<\/p>\n\n<p>CX Reputation \u015funlar\u0131 i\u00e7erir:<\/p>\n\n<ul>\n<li>T\u00fcm incelemeleriniz tek bir yerde.<\/li>\n\n\n\n<li>Etkile\u015fim metriklerini ve takip\u00e7i say\u0131lar\u0131n\u0131 takip edin.<\/li>\n\n\n\n<li>M\u00fc\u015fterileriniz \u015fu anda markan\u0131z hakk\u0131nda ne s\u00f6yl\u00fcyor?<\/li>\n<\/ul>\n\n<h3 class=\"wp-block-heading\">Neden CX \u0130tibar\u0131?<\/h3>\n\n<p>A\u015fa\u011f\u0131daki \u00f6zellikler sayesinde m\u00fc\u015fteri yorumlar\u0131ndan daha fazla yararlanabilirsiniz:<\/p>\n\n<ol>\n<li><strong>Duygu Analizi:<\/strong> M\u00fc\u015fterilerinizin markan\u0131z hakk\u0131nda ne hissetti\u011fini bilmek \u00f6nemlidir. Yapay zeka ile birle\u015ftirildi\u011finde, Duygu Analizi herhangi bir sorunu h\u0131zla ke\u015ffedebilir, de\u011ferlendirebilir ve \u00e7\u00f6zebilir.<\/li>\n\n\n\n<li><strong>Ger\u00e7ek Zamanl\u0131 G\u00f6sterge Tablosu:<\/strong> Grafik t\u00fcrleri ve etiketlerle, \u015firketinizin itibar\u0131n\u0131 tek bir noktada kolayca g\u00f6r\u00fcnt\u00fcleyebilirsiniz. Kesin sonu\u00e7lar elde etmek i\u00e7in veriler izlenebilir ve filtrelenebilir.<\/li>\n\n\n\n<li><strong>De\u011ferlendirmeleri yan\u0131tlay\u0131n: <\/strong>CX Reputation her yorum, g\u00f6nderi veya incelemeye yan\u0131t verecektir. \u0130ncelemenin dilinden ba\u011f\u0131ms\u0131z olarak yan\u0131t verebilmek i\u00e7in otomatik inceleme \u00e7evirisini de etkinle\u015ftirebilirsiniz!<\/li>\n\n\n\n<li><strong>G\u00fcvenlik ve Uyumluluk: <\/strong>Endi\u015fesiz sosyal medya itibar y\u00f6netimi i\u00e7in CX Reputation, GDPR, HIPAA, CCPA, FEDRAMP, Section 508 ve di\u011ferleri gibi federal ve yerel standartlara uygundur.<\/li>\n\n\n\n<li><strong>De\u011ferlendirmelerinizi d\u00fczenleyin: <\/strong>M\u00fc\u015fterilerinizin geri bildirimlerini daha iyi kullan\u0131n. CX Reputation ile t\u00fcm de\u011ferlendirmeleri i\u00e7e\/d\u0131\u015fa aktarabilir, izleyebilir, ekip atayabilir, y\u00f6netebilir ve filtreleyebilirsiniz!<\/li>\n\n\n\n<li><strong>G\u00fc\u00e7l\u00fc Entegrasyonlar: <\/strong>\u0130ncelemeleri g\u00f6r\u00fcnt\u00fclemeyi ve yan\u0131tlamay\u0131 kolayla\u015ft\u0131rmak i\u00e7in \u00f6nemli derecelendirme siteleri ve sosyal medya platformlar\u0131yla entegre olun!<\/li>\n<\/ol>\n\n<h2 class=\"wp-block-heading\">Sonu\u00e7<\/h2>\n\n<p>M\u00fc\u015fteri hizmetleri incelemeleri, bir \u015firketin m\u00fc\u015fteri hizmetleriyle ilgili olarak t\u00fcketiciler taraf\u0131ndan sunulan yorumlar\u0131 ve derecelendirmeleri \u00f6zetler.<\/p>\n\n<p>Bu, hizmet h\u0131z\u0131 ve verimlili\u011fi, m\u00fc\u015fteri hizmetleri temsilcisinin g\u00fcler y\u00fczl\u00fcl\u00fc\u011f\u00fc ve profesyonelli\u011fi ve al\u0131nan hizmetten genel memnuniyete dayal\u0131 olumlu ve olumsuz de\u011ferlendirmeleri i\u00e7erebilir.<\/p>\n\n<p>QuestionPro CX Reputation ile markan\u0131z\u0131n alg\u0131s\u0131n\u0131 ve g\u00fcvenini art\u0131rabilirsiniz. Sosyal medya itibar y\u00f6netimi program\u0131, m\u00fc\u015fterilerinizi dinlemenize, yorumlara yan\u0131t vermenize, \u00e7evrimi\u00e7i profilinizi geli\u015ftirmenize ve \u00e7ok daha fazlas\u0131na olanak tan\u0131r.<\/p>\n\n<p><\/p><p style=\"text-align: center;\"><a href=\"https:\/\/www.questionpro.com\/cx\/cx-reputation\/\" target=\"_blank\" rel=\"noopener\">\n  <button>DAHA FAZLA BI\u0307LGI\u0307 EDI\u0307NI\u0307N<\/button>\n<\/a>       <a href=\"https:\/\/www.questionpro.com\/a\/showEntry.do?classID=1063&amp;sourceRef=blog\" target=\"_blank\" rel=\"noopener\">\n  <button>\u00dcCRETS\u0130Z DENEME<\/button>\n<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Bir\u00e7ok m\u00fc\u015fteri, hem olumlu hem de olumsuz m\u00fc\u015fteri hizmetleri de\u011ferlendirmelerine y\u00fcksek de\u011fer vermektedir. Olumlu m\u00fc\u015fteri hizmetleri puanlar\u0131, m\u00fc\u015fterilere \u015firketiniz ve [&hellip;]<\/p>\n","protected":false},"author":49,"featured_media":776770,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_yoast_wpseo_focuskw":"m\u00fc\u015fteri\u0307 hi\u0307zmetleri\u0307 yorumlari","_yoast_wpseo_title":"%%title%% %%page%%","_yoast_wpseo_metadesc":"M\u00fc\u015fteri hizmetleri incelemeleri i\u015fletmelere ve m\u00fc\u015fterilere fayda sa\u011flar. \u00d6nemini ve etkili y\u00f6netim tekniklerini \u00f6\u011frenmek i\u00e7in daha fazlas\u0131n\u0131 ke\u015ffedin.","_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[1192],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - 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