如何翻译和理解这句话？OG-38

cdg2004

如何翻译和理解标有红色的这句话？

This truth was not apparent to managers of one regional     逆向指代

bank, which failed to improve its competitive position   

(15) despite its investment in reducing the time a customer had  

to wait for a teller. The bank managers did not recognize   

the level of customer inertia in the consumer banking

industry that arises from the inconvenience of switching

banks. Nor did they analyze their service improvement to

(20) determine whether it would attract new customers by pro-

ducing a new standard of service that would excite cus-

tomers or by proving difficult for competitors to copy. The

only merit of the improvement was that it could easily be

described to customers.

BiteGmat

银行经理没有认识到个人银行行业中的“消费者惰性”（即消费者不愿随便更改他们办理业务的银行），这种惰性来自于更改银行带来的不便。

cdg2004

so quickly! thanks...