What are some strategies for retaining customers?
Collins: Our basic strategy is to create additional products. We figure the way to grow is to add more value. There are parts that are very complex, but it isn’t all that complicated. We have advisory boards, focus groups. We learned a long time ago that the best ideas seem to be coming from our customers. What are you looking at outside the library community? Collins: When we did EBSCOhost 2.0, we looked at a lot of the end users. We also looked at the most used platforms. Google gets all the air time, but there are an awful lot of other things. We tried to emulate some of the cool best practices out there. We asked focus groups what they actually use and what they like about it. We watched them use those services. I know we looked at Wikipedia. Amazon, for sure. Also Netflix—the obvious players. Can you talk about your green initiatives? Collins: This is very important to EBSCO Industries, our parent company, and to EBSCO Publishing and to me, too. We’ve embraced solar energy in a bi
