What used to be considered distinct methods of modifying demand – energy efficiency, demand response, behavioral-driven load shifts – are increasingly coming together in customer facing programs. While the load and revenues associated may still be distinct for the utility, a key to engaging customers is in presenting a cohesive message they can act around.
“The customer experience is seamless,” said America Lesh, manager of energy efficiency programs for Baltimore Gas & Electric. “They don’t need to know that these are separate programs. That’s even true of the energy efficiency space. Customers want to pick something, set it and forget it.”
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