Commercial and industrial customers are already aware of the advantages of time-based rates and other energy reduction programs. Those segments are more likely to adopt — or have already adopted — energy savings practices, given their greater consumption needs. Currently, about 93 percent of the peak load reduction from existing demand response resources in the United States is provided by incentive-based programs.
One player in this scenario cannot be overlooked - the residential customer. Consumers must understand and embrace the new technologies before energy companies will realize a return on these major investments. Achieving customer buy-in leading to changes in their consumption behavior will require a finely-honed approach to creating and sustaining positive customer relationships. Companies that fail to prioritize customer relationship building will be hard pressed to reap financial and other benefits from their investment in infrastructure and technologies.
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