Control: ‘Let me have it my way.’
• Convenience: ‘Accommodate my schedule; give me choice; save me time;
make it easy!’
• Access: ‘Connect me to information and people who can provide me service.’
• Proactive interaction: ‘Give me information applied to me, with
recommendations.’
• Proactive care: ‘Fix any problems before they inconvenience me, and let me
know about it.’