Marketing demand management in the commercial sector

Ontario Hydro has a marketing strategy for designing and implementing demand side management (DSM) programs, which marks a turnaround from previous years when marketing efforts were concentrated on selling electricity. Starting in the 1980s, marketing activities consisted, in effect, of coordinating relations between the customer, the market, and the utility. To achieve a better understanding of the needs of customers, the nature of the energy market, and the utilization of energy, the utility conducted research on the decision-making process associated with consumer choices of energy systems. To develop relations with its clientele in the commercial sector, the utility published an information bulletin and prepared an energy guide. Along with this initiative, the number of energy advisers to the commercial sector was increased in Ontario Hydro's regional offices. To improve understanding of each segment of the commercial market, the utility contacted organizations representing each segment as well as broader based organizations with the objective of creating opportunities to address this market, for example at conferences. Because of this philosophy of satisfying and understanding customer needs, Ontario Hydro has been in the process of commercializing demand-side management. Its high-efficiency lighting program is a good example in this regard. From a strategy which focused on a simple reduction in lighting in the 1970s, the utility has turned toward promoting efficient high-quality lighting which better responds to industry needs, to the point where industry itself has begun to promote the program. Such a strategy benefits industry, customers, and Ontario Hydro's demand-side management programs