6 ms·

Chasing the Whale: Examining the ethics of free-to-play games

63 points by svenfaw 7y ago

melling 7y ago
I’m interested in learning some of the techniques that make gaming more enticing. I’ve got some educational apps for iOS that I would like to make more engaging. I’ve noticed that after 5-7 days retention really trails off. Do people buy into badges, leveling up, daily streaks, etc? Two of my apps: Hundred Words: https://apps.apple.com/us/app/hundred-words/id1469449237 https://apps.apple.com/us/app/hundred-words/id1469449237 Language Pairs: https://itunes.apple.com/us/app/language-pairs/id1438817614?mt=8 https://itunes.apple.com/us/app/language-pairs/id1438817614?...
- keerthiko 7y ago
  > Do people buy into badges, leveling up, daily streaks, etc? No (and yes). Some people who thrive off of tangible validation may, but you will not drive long-term engagement or real enjoyment from it. Badges/levels/streaks and other "meta-game" only add value to a strong game itself, and is just a small part of the more holistic art that is game design. Same with vibrant animations, cool sound effects, pretty particle effects. Another small part. It's better than nothing, to be fair, but if you really want to make your apps enticing in the way games are, you should play and get into a few games, and then study the vast field of game design as you see fit - presenting a challenge with demonstrable mastery, balancing multiple viable strategies, social components, enjoyable mechanics, challenge pacing, providing flow state, etc. Otherwise you will just end up with an app with badges, and we kind of have enough of those.
- BigHatLogan 7y ago
  Very cool that you made these apps. I’ve wanted to make some educational apps for quite some time, but have been too lazy / indecisive about the whole thing. If you don’t mind sharing, how are the apps doing? Are you seeing consistent downloads? How about pricing? I noticed both are free—are you planning to monetize at all? You don’t have to answer anything you’re not comfortable with. This is just a space I’m interested in, and I wanted to see how your experience has been.
  - melling 7y ago
    There are over 2 million apps in the store so it’s hard to get noticed.
    - BigHatLogan 7y ago
      Yeah that’s what I was thinking—that the store is so over saturated right now that it would be hard to make your app visible.
  - beesmum 7y ago
    Not the person that created this thread, but I've had a bunch of music education apps in the App store for a couple of years. I get a decent amount of downloads, enough to make $60-$120 a month. I sell them outright for $3.99 (Canadian). I actually found I increased sales when I increased the price, I used to sell them for $2.99. I haven't checked recently, but there weren't many high quality music games there, mostly basic looking drills that weren't themed. I'm sure I could increase my sales if I was savvy at marketing and had the resources to commit to it.
    - BigHatLogan 7y ago
      Thanks for the response. That’s pretty cool to hear. So it sounds like you get anywhere from 15-30 downloads per month. That’s not bad for money earned while you sleep. I’m thinking of getting into the space to see how I can do. My eventual goal is to earn $1000 / month without too much maintenance / time beyond the initial development.
      - beesmum 7y ago
        It's really great for that to be honest: I don't have to worry about the games once I upload them (unless I decide to update them or make changes). I also run a site with music games for teachers that's subscription based and that takes up more mental bandwidth from day to day than the apps since I'm always trying to improve it to help keep customers subscribed. If you head into the App store with modest expectations, I think it can become a decent source of income. I talk to relatives and friends and they seem to think that having an app in the store means you'll get millions of downloads a month, but I think that skewed perception is created by the focus on the really big apps in the store (that seem to get a lot of help directly from Apple in how prominently they're placed in the store).
- stevenwoo 7y ago
  There are a lot of articles on gamasutra (also GDC videos on youtube) on different aspects of this, but the quality and exact applicability is going to vary a lot, here's a couple of short ones that call back to psychology 101 that may be useful. For me personally the core gameplay/learning experience would need to be interesting/useful for the the other 'gamification' features you are thinking about adding would contribute to my motivation, you might be thinking about cause and effect backwards here. I remember learning to type when I was a child because the game that taught it was so fun (standards were low back then) not because I really wanted to learn to type. https://www.gamasutra.com/blogs/JosephKim/20140323/213728/The_Compulsion_Loop_Explained.php https://www.gamasutra.com/blogs/JosephKim/20140323/213728/Th... https://gamasutra.com/blogs/SitaVriend/20170804/303075/Intrinsic_and_extrinsic_motivation.php https://gamasutra.com/blogs/SitaVriend/20170804/303075/Intri...
- malkia 7y ago
  My son explained it to me (11 year old) - Basically if you are "default" you suck. I have 20+ gamedev experience, and I didn't know what it means. Basically if you have the "default" skins you suck. You need to get shiny new outfit, that would cost some v-bucks.
  - dvh 7y ago
    Wouldn't being constantly killed by the same default guy hurt more? If I would be a pro gamer I would do just that, just to troll them.
    - kd5bjo 7y ago
      People are social creatures, and have a strong innate desire to stand out and express themselves. If a game successfully creates a social atmosphere, selling cosmetic items can be a lucrative business. It's essentially the digital version of the fashion industry, which most people seem to viscerally understand-- aesthetics are the primary motivator for most people's clothing choices, and they are willing to pay a significant premium for some items on this basis.
    - Animats 7y ago
      There's a whole genre of Fortnite pros trolling as defaults on Youtube.
  - Bombthecat 7y ago
    Feels like fortnite is the new addidas and Nike...
    - malkia 7y ago
      Exactly my thoughts. Growing up in Bulgaria in the 90s - that was the thing. I was (and still am) into heavy metal so did not care a bit, but could still "feel" the pressure...
  - kaoD 7y ago
    I have the opposite experience (in LoL which I played for too long some time ago). If you encountered an enemy in default you knew you were in for a beating. Most probably a smurf (high level player on a fresh low level account). Most of the really good players I knew couldn't care less about skins. People that did suck bought skins to feel better about themselves ("yeah, you won, but I have a $20 Udyr skin, noob!") Except one guy which was pretty good but had a gambling problem and liked the random aspect of buying chests. What you describe is probably the social dynamics in your son's group of friends, which are probably kids and mostly suck, which makes buying skins the social signaling of their worth, for lack of a better metric.
- d-sc 7y ago
  Not related to games, but the stuff in this book is pretty informative, albeit disturbing. I listened to the audio book a couple years ago. https://www.nirandfar.com/hooked/ https://www.nirandfar.com/hooked/
- tablethnuser 7y ago
  Most general advice I can give is to make sure your games have engaging core loops at three different temporal scales: moment to moment, minute to minute, and session to session. Moment to moment is the really gamefeel stuff like how it feels good to make a line in Tetris or step on a goomba in Mario. While the player is playing your game they should constantly be experiencing these moments. Minute to minute focuses on how engaging your game is within a session. If it's a level-based game does it have that "just one more round" feeling? Session to session is all about having the player set something up before they stop playing, so that they look forward to the next time they can play. The most famous example is the plow-plant-harvest loop that made Zynga a billionaire. You came back to the game cuz you wanted to harvest all those crops for the rewards. But if you think about what the session to session is in Pokemon Go, the curiosity of what's in your immediate area, you can see that there's a lot of design space here. 5-7 days retention sounds like at least one of these loops is missing or broken. Don't be discouraged, getting all these things to overlap is hard.
  - specialist 7y ago
    Caveat: I know nothing about gamification. This is the observation of an uncle. I agree with the commentators saying that FortNite is the newest, fastest growing social network. I spent a year watching my nephews play FortNite and Roblox. Their communication (voice & chat) with their friends is a HUGE factor. These MMORPGs are their social world. Transposing with my own childhood, it'd be like if my friends and I had every Star Wars and GI Joe and Lego set AND awesome walkie talkies. Basically, crack for kids. (FWIW, I spent much of the year dragging my nephews and their friends to museums, galleries, hiking, swimming, etc. They all pretended to hate it, but would nonetheless still enjoy themselves.)
gitgud 7y ago
From my experience, free to play games are basically always guaranteed to be deceptive in order to recoup the cost of development. There are a few examples that don't fit, like; TF2 and Fortnite I suppose. But I'd always rather pay a fixed fee for a game and be confident there's no incentive to sell me something...
- Robadob 7y ago
  Fortnite has been criticised for it's store. Item's are only available for a limited time (24h?), with no guarantee of when they will become available again. This creates the 'Fear of Missing Out' incentive for people to spend. I've not played it first hand though. On the otherhand, this article is discussing someone addicted to the gambling element of TF2's crates (aka loot boxes).
  - LifeLiverTransp 7y ago
    Its not just addicted to gambling. Its addicted to social interaction, as in lonely and trying to fit into a community at all costs.
  - mtsr 7y ago
    I don’t get why sibling LifeLiverTransp is getting downvoted. One of the main ways games like fortnite sell their stuff is by social pressure. One can not customize one’s avatar at all without buying stuff. So you’ll be stuck as a default clone to the derision of friends and enemies alike. And the game is very much aimed at being played by school friends.
    - mmmrk 7y ago
      Not sure why you're getting down voted. What you say is true. Jim Sterling makes videos about this regularly over at YouTube.
- anon4242 7y ago
  It's ironic that you mention TF2 as a good example as it is the very first example of the opposite in the linked article. Fortnite, besides having their own issues, also have the issue of "secondary whale-chasers" which is all those youtube videos proclaiming that they found a hack to enable a bunch of skins or similar for free. This means installing (what I assume to be) bitcoin-miners on each twelve year old's machine. You'd think that wouldn't be possible on a machine used by a twelve year old but Epic is extra helpful in that it basically requires its game launcher to be run as admin (because of its frequent updates to Fortnite that requires admin rights). So I assume most parents make their kid's account admin out of convenience.
orionblastar 7y ago
Facebook is full of free to play games and so are Android and iPhones. I'd rather pay a flat fee for a game and not be forced to buy in game currancy to buy gems and other things to buy extra items in the game. Some people pay hundreds of dollars on ingame items to become a wallet warrior and beat the grinders playing for free.
runn1ng 7y ago
Isn’t this (2013)?
b_tterc_p 7y ago
I would peg it down to innumeracy and inability to handle relativism and anchored valuations. I would wager the same people who become whales are merely the same who would overspend on traditional sales periods for physical stores.
- benologist 7y ago
  If I say you need 2 gems to buy a hat and there's 7 quoofs to the gem and a quoof costs 3 for $4.99 it's not your fault if you can't process how much a hat costs, child or adult. Let me put a 60 second timer while you think about this special offer to add some pressure. Don't ask why the hat price isn't in dollars so you'd readily understand. Facebook actually asked developers to make more confusing abstractions to exploit children they identified using parents funds. They wanted misunderstanding because the children would spend more and they would refuse the refunds and leave kids explaining perhaps a multi-thousand dollar series of transactions to their parents. I would wager whales are simply being exploited more than anything. Defrauded. There simply are no people who accidentally spend $6000 in Target because it's not possible to accidentally spend that much money unless someone is duping you. If nobody is trying to defraud you, and you walk into any retail store, you're not going to spend $6000 by accident. https://www.revealnews.org/article/facebook-knowingly-duped-game-playing-kids-and-their-parents-out-of-money/ https://www.revealnews.org/article/facebook-knowingly-duped-...
  - b_tterc_p 7y ago
    Exploitation of children is an important but separate issue that I would argue falls on the parents. I would argue that while the scenario you describe is a gotcha moment, after two or three times it’s really on you to understand what’s going on. Either way, it’s driven by innumeracy. It may still be exploitation so I’m not really disagreeing. I do think you’re wildly off base thinking that people don’t drastically overspend at physical stores for physical goods though.
    - benologist 7y ago
      If obsfuscated pricing causes children to disassociate spending money, and obfuscated pricing makes "whales" out of 1% of adults that are spending outliers by 4 orders of magnitude how can it be a separate issue? I think it is the same tactic applied to two demographics that are both incapable of unpacking maliciously-complex pricing. The children make the fraud apparent. FB defrauded their parents and they ______ the children to do it. They ______ adults in the exact same way and 1% are as susceptible as children and end up spending thousands and being called "whales". They have to suck it up and the kids can get their parents to demand the fraud be reverted, that's the only difference I can see. BTW I'm not saying people don't overspend in retail stores. What they don't do is discover days or weeks later that some of the products actually cost thousands.
specialist 7y ago
I briefly worked on recommenders for a fair sized fashion retailer. I was flabbergasted to learn just how much certain shoppers spend. (Though we purposefully called them "platinums", vs "whales", internally. Better optics.) For me, becoming more aware of "whales" highlighted other power law distributions, Pareto's Law, or whatever we call it, throughout society. A few "bad apple" cops get most of the complaints. A few alcoholics drink a lot more than others. A handful of people do most of the property damage crimes. Etc. So whatever else comes from this "freemium" awareness, there are some useful, important policy implications.
- KibbutzDalia 7y ago
  At Disney we called them “Good Customers”

63 points by svenfaw 7y ago

I’m interested in learning some of the techniques that make gaming more enticing. I’ve got some educational apps for iOS that I would like to make more engaging. I’ve noticed that after 5-7 days retention really trails off. Do people buy into badges, leveling up, daily streaks, etc? Two of my apps: Hundred Words: https://apps.apple.com/us/app/hundred-words/id1469449237 https://apps.apple.com/us/app/hundred-words/id1469449237 Language Pairs: https://itunes.apple.com/us/app/language-pairs/id1438817614?mt=8 https://itunes.apple.com/us/app/language-pairs/id1438817614?...

keerthiko 7y ago
> Do people buy into badges, leveling up, daily streaks, etc? No (and yes). Some people who thrive off of tangible validation may, but you will not drive long-term engagement or real enjoyment from it. Badges/levels/streaks and other "meta-game" only add value to a strong game itself, and is just a small part of the more holistic art that is game design. Same with vibrant animations, cool sound effects, pretty particle effects. Another small part. It's better than nothing, to be fair, but if you really want to make your apps enticing in the way games are, you should play and get into a few games, and then study the vast field of game design as you see fit - presenting a challenge with demonstrable mastery, balancing multiple viable strategies, social components, enjoyable mechanics, challenge pacing, providing flow state, etc. Otherwise you will just end up with an app with badges, and we kind of have enough of those.
BigHatLogan 7y ago
Very cool that you made these apps. I’ve wanted to make some educational apps for quite some time, but have been too lazy / indecisive about the whole thing. If you don’t mind sharing, how are the apps doing? Are you seeing consistent downloads? How about pricing? I noticed both are free—are you planning to monetize at all? You don’t have to answer anything you’re not comfortable with. This is just a space I’m interested in, and I wanted to see how your experience has been.
- melling 7y ago
  There are over 2 million apps in the store so it’s hard to get noticed.
  - BigHatLogan 7y ago
    Yeah that’s what I was thinking—that the store is so over saturated right now that it would be hard to make your app visible.
- beesmum 7y ago
  Not the person that created this thread, but I've had a bunch of music education apps in the App store for a couple of years. I get a decent amount of downloads, enough to make $60-$120 a month. I sell them outright for $3.99 (Canadian). I actually found I increased sales when I increased the price, I used to sell them for $2.99. I haven't checked recently, but there weren't many high quality music games there, mostly basic looking drills that weren't themed. I'm sure I could increase my sales if I was savvy at marketing and had the resources to commit to it.
  - BigHatLogan 7y ago
    Thanks for the response. That’s pretty cool to hear. So it sounds like you get anywhere from 15-30 downloads per month. That’s not bad for money earned while you sleep. I’m thinking of getting into the space to see how I can do. My eventual goal is to earn $1000 / month without too much maintenance / time beyond the initial development.
    - beesmum 7y ago
      It's really great for that to be honest: I don't have to worry about the games once I upload them (unless I decide to update them or make changes). I also run a site with music games for teachers that's subscription based and that takes up more mental bandwidth from day to day than the apps since I'm always trying to improve it to help keep customers subscribed. If you head into the App store with modest expectations, I think it can become a decent source of income. I talk to relatives and friends and they seem to think that having an app in the store means you'll get millions of downloads a month, but I think that skewed perception is created by the focus on the really big apps in the store (that seem to get a lot of help directly from Apple in how prominently they're placed in the store).
stevenwoo 7y ago
There are a lot of articles on gamasutra (also GDC videos on youtube) on different aspects of this, but the quality and exact applicability is going to vary a lot, here's a couple of short ones that call back to psychology 101 that may be useful. For me personally the core gameplay/learning experience would need to be interesting/useful for the the other 'gamification' features you are thinking about adding would contribute to my motivation, you might be thinking about cause and effect backwards here. I remember learning to type when I was a child because the game that taught it was so fun (standards were low back then) not because I really wanted to learn to type. https://www.gamasutra.com/blogs/JosephKim/20140323/213728/The_Compulsion_Loop_Explained.php https://www.gamasutra.com/blogs/JosephKim/20140323/213728/Th... https://gamasutra.com/blogs/SitaVriend/20170804/303075/Intrinsic_and_extrinsic_motivation.php https://gamasutra.com/blogs/SitaVriend/20170804/303075/Intri...
malkia 7y ago
My son explained it to me (11 year old) - Basically if you are "default" you suck. I have 20+ gamedev experience, and I didn't know what it means. Basically if you have the "default" skins you suck. You need to get shiny new outfit, that would cost some v-bucks.
- dvh 7y ago
  Wouldn't being constantly killed by the same default guy hurt more? If I would be a pro gamer I would do just that, just to troll them.
  - kd5bjo 7y ago
    People are social creatures, and have a strong innate desire to stand out and express themselves. If a game successfully creates a social atmosphere, selling cosmetic items can be a lucrative business. It's essentially the digital version of the fashion industry, which most people seem to viscerally understand-- aesthetics are the primary motivator for most people's clothing choices, and they are willing to pay a significant premium for some items on this basis.
  - Animats 7y ago
    There's a whole genre of Fortnite pros trolling as defaults on Youtube.
- Bombthecat 7y ago
  Feels like fortnite is the new addidas and Nike...
  - malkia 7y ago
    Exactly my thoughts. Growing up in Bulgaria in the 90s - that was the thing. I was (and still am) into heavy metal so did not care a bit, but could still "feel" the pressure...
- kaoD 7y ago
  I have the opposite experience (in LoL which I played for too long some time ago). If you encountered an enemy in default you knew you were in for a beating. Most probably a smurf (high level player on a fresh low level account). Most of the really good players I knew couldn't care less about skins. People that did suck bought skins to feel better about themselves ("yeah, you won, but I have a $20 Udyr skin, noob!") Except one guy which was pretty good but had a gambling problem and liked the random aspect of buying chests. What you describe is probably the social dynamics in your son's group of friends, which are probably kids and mostly suck, which makes buying skins the social signaling of their worth, for lack of a better metric.
d-sc 7y ago
Not related to games, but the stuff in this book is pretty informative, albeit disturbing. I listened to the audio book a couple years ago. https://www.nirandfar.com/hooked/ https://www.nirandfar.com/hooked/
tablethnuser 7y ago
Most general advice I can give is to make sure your games have engaging core loops at three different temporal scales: moment to moment, minute to minute, and session to session. Moment to moment is the really gamefeel stuff like how it feels good to make a line in Tetris or step on a goomba in Mario. While the player is playing your game they should constantly be experiencing these moments. Minute to minute focuses on how engaging your game is within a session. If it's a level-based game does it have that "just one more round" feeling? Session to session is all about having the player set something up before they stop playing, so that they look forward to the next time they can play. The most famous example is the plow-plant-harvest loop that made Zynga a billionaire. You came back to the game cuz you wanted to harvest all those crops for the rewards. But if you think about what the session to session is in Pokemon Go, the curiosity of what's in your immediate area, you can see that there's a lot of design space here. 5-7 days retention sounds like at least one of these loops is missing or broken. Don't be discouraged, getting all these things to overlap is hard.
- specialist 7y ago
  Caveat: I know nothing about gamification. This is the observation of an uncle. I agree with the commentators saying that FortNite is the newest, fastest growing social network. I spent a year watching my nephews play FortNite and Roblox. Their communication (voice & chat) with their friends is a HUGE factor. These MMORPGs are their social world. Transposing with my own childhood, it'd be like if my friends and I had every Star Wars and GI Joe and Lego set AND awesome walkie talkies. Basically, crack for kids. (FWIW, I spent much of the year dragging my nephews and their friends to museums, galleries, hiking, swimming, etc. They all pretended to hate it, but would nonetheless still enjoy themselves.)

gitgud 7y ago

From my experience, free to play games are basically always guaranteed to be deceptive in order to recoup the cost of development. There are a few examples that don't fit, like; TF2 and Fortnite I suppose. But I'd always rather pay a fixed fee for a game and be confident there's no incentive to sell me something...

Robadob 7y ago
Fortnite has been criticised for it's store. Item's are only available for a limited time (24h?), with no guarantee of when they will become available again. This creates the 'Fear of Missing Out' incentive for people to spend. I've not played it first hand though. On the otherhand, this article is discussing someone addicted to the gambling element of TF2's crates (aka loot boxes).
- LifeLiverTransp 7y ago
  Its not just addicted to gambling. Its addicted to social interaction, as in lonely and trying to fit into a community at all costs.
- mtsr 7y ago
  I don’t get why sibling LifeLiverTransp is getting downvoted. One of the main ways games like fortnite sell their stuff is by social pressure. One can not customize one’s avatar at all without buying stuff. So you’ll be stuck as a default clone to the derision of friends and enemies alike. And the game is very much aimed at being played by school friends.
  - mmmrk 7y ago
    Not sure why you're getting down voted. What you say is true. Jim Sterling makes videos about this regularly over at YouTube.
anon4242 7y ago
It's ironic that you mention TF2 as a good example as it is the very first example of the opposite in the linked article. Fortnite, besides having their own issues, also have the issue of "secondary whale-chasers" which is all those youtube videos proclaiming that they found a hack to enable a bunch of skins or similar for free. This means installing (what I assume to be) bitcoin-miners on each twelve year old's machine. You'd think that wouldn't be possible on a machine used by a twelve year old but Epic is extra helpful in that it basically requires its game launcher to be run as admin (because of its frequent updates to Fortnite that requires admin rights). So I assume most parents make their kid's account admin out of convenience.

orionblastar 7y ago

Facebook is full of free to play games and so are Android and iPhones. I'd rather pay a flat fee for a game and not be forced to buy in game currancy to buy gems and other things to buy extra items in the game. Some people pay hundreds of dollars on ingame items to become a wallet warrior and beat the grinders playing for free.

runn1ng 7y ago

Isn’t this (2013)?

b_tterc_p 7y ago

I would peg it down to innumeracy and inability to handle relativism and anchored valuations. I would wager the same people who become whales are merely the same who would overspend on traditional sales periods for physical stores.

benologist 7y ago
If I say you need 2 gems to buy a hat and there's 7 quoofs to the gem and a quoof costs 3 for $4.99 it's not your fault if you can't process how much a hat costs, child or adult. Let me put a 60 second timer while you think about this special offer to add some pressure. Don't ask why the hat price isn't in dollars so you'd readily understand. Facebook actually asked developers to make more confusing abstractions to exploit children they identified using parents funds. They wanted misunderstanding because the children would spend more and they would refuse the refunds and leave kids explaining perhaps a multi-thousand dollar series of transactions to their parents. I would wager whales are simply being exploited more than anything. Defrauded. There simply are no people who accidentally spend $6000 in Target because it's not possible to accidentally spend that much money unless someone is duping you. If nobody is trying to defraud you, and you walk into any retail store, you're not going to spend $6000 by accident. https://www.revealnews.org/article/facebook-knowingly-duped-game-playing-kids-and-their-parents-out-of-money/ https://www.revealnews.org/article/facebook-knowingly-duped-...
- b_tterc_p 7y ago
  Exploitation of children is an important but separate issue that I would argue falls on the parents. I would argue that while the scenario you describe is a gotcha moment, after two or three times it’s really on you to understand what’s going on. Either way, it’s driven by innumeracy. It may still be exploitation so I’m not really disagreeing. I do think you’re wildly off base thinking that people don’t drastically overspend at physical stores for physical goods though.
  - benologist 7y ago
    If obsfuscated pricing causes children to disassociate spending money, and obfuscated pricing makes "whales" out of 1% of adults that are spending outliers by 4 orders of magnitude how can it be a separate issue? I think it is the same tactic applied to two demographics that are both incapable of unpacking maliciously-complex pricing. The children make the fraud apparent. FB defrauded their parents and they ______ the children to do it. They ______ adults in the exact same way and 1% are as susceptible as children and end up spending thousands and being called "whales". They have to suck it up and the kids can get their parents to demand the fraud be reverted, that's the only difference I can see. BTW I'm not saying people don't overspend in retail stores. What they don't do is discover days or weeks later that some of the products actually cost thousands.

specialist 7y ago

I briefly worked on recommenders for a fair sized fashion retailer. I was flabbergasted to learn just how much certain shoppers spend. (Though we purposefully called them "platinums", vs "whales", internally. Better optics.) For me, becoming more aware of "whales" highlighted other power law distributions, Pareto's Law, or whatever we call it, throughout society. A few "bad apple" cops get most of the complaints. A few alcoholics drink a lot more than others. A handful of people do most of the property damage crimes. Etc. So whatever else comes from this "freemium" awareness, there are some useful, important policy implications.

KibbutzDalia 7y ago
At Disney we called them “Good Customers”