Decarbonization: Don't Forget the Customer

When organizations use the term decarbonization to explain the shift to using renewable energy for power generation or improving energy efficiency and load management, does it resonate with customers? Perhaps it does with commercial customers, but it might not with residential consumers. Too often communications focus on carbon credits, reduction in carbon dioxide (CO2), compliance with new regulations, and selling new services. This misses a very large opportunity to connect with and deliver value to customers. A recent 2021 Industry Outlook report provides insight into the complex issues of decarbonization facing utilities. Importantly, the report brings to light the nexus between social responsibility and public policy and delivering on the customer promise. In much of the media covering decarbonization and efforts utilities are taking, the customer is missing.