What do you want?
Customers focus on six key criteria when rating a company: product, quality, price, quick response, dependability in meeting commitments, and value–added services. Improvements made anywhere else may cut costs or reduce inefficiency but don’t necessarily create what the customer values.
Source: WebWire
What's a sticky site?
A website containing information or features that give users a compelling reason to revisit it frequently. Stickiness is also gauged by the amount of time spent at a Web site over a given period of time. This is often maximized by getting the user to leave some information behind on the site, such as a personal profile, an investment portfolio, a resume, a list of preferred cities for weather reports, personal horoscopes, birthday reminders, and the like.
Source: NetLingo