我为什么弃用了用十六年的招商银行信用卡

Core Viewpoint - The article emphasizes the importance of genuine service experience over standardized processes, highlighting that efficiency blind spots can lead to a complete breakdown of trust between service providers and customers [2][11]. Group 1: Service Experience - The company previously had a long-term relationship with a bank, relying on its credit card for various payments, but faced issues when a new card was issued without prior consent, leading to frustration and a loss of trust [3][4][9]. - The customer service experience was described as overly standardized and lacking in genuine problem-solving, which ultimately resulted in the decision to discontinue using the bank's services [10][11]. Group 2: Efficiency Blind Spots - Efficiency blind spots are defined as situations where service processes are efficient but fail to provide customers with a sense of resolution or closure [12][11]. - The article argues that many service companies mistake visible actions for actual customer satisfaction, leading to a disconnect between service delivery and customer expectations [16][18]. Group 3: Service Improvement Strategies - To address service failures, companies should focus on reconstructing service motivations rather than merely optimizing processes [22]. - A shift from a "patchwork logic" to a "delivery logic" is necessary, where service is seen as a collaborative effort to build trust rather than just a reactive measure to customer complaints [27][28]. Group 4: Final Thoughts - The decision to abandon the bank was not solely based on a single negative experience but rather on the realization that the standardized service process did not equate to a genuine service experience [30].