11 customers – http://en.wikipedia.org/wiki/Customer
12 competitors – http://en.wikipedia.org/wiki/Competition
13 who your potential clients might consider – https://sba.thehartford.com/marketing/top-5-reasons-your-small-business-may-be-losing-customers/
14 business – http://en.wikipedia.org/wiki/Business
15 competitor (or competitive) analysis – http://managementhelp.org/mrktng/cmpetitr/cmpetitr.htm
16 brick and mortar – https://en.wikipedia.org/wiki/Brick_and_mortar
17 there’s no loyalty in business anymore – http://knowledge.wharton.upenn.edu/article/the-end-of-loyalty-shock-and-awe-for-many-american-workers/
18 customer loyalty – https://en.wikipedia.org/wiki/Loyalty_business_model
19 always done business with you – http://sbinformation.about.com/b/2009/03/29/maintaining-customer-loyalty-during-cut-backs.htm
20 court your clients – http://sbinfocanada.about.com/od/customerservice/a/Customer-Service-Guide.htm
21 Keep stroking clients, or they’ll flee – https://www.theglobeandmail.com/report-on-business/small-business/sb-marketing/keep-stroking-clients-or-theyll-flee/article626574/
22 3 Keys to Competing – https://www.forbes.com/sites/augustturak/2011/02/02/3-keys-to-competing/#5fc67136119c
23 10 Essential Features of Every Good Business Website – https://mashable.com/2012/02/09/website-must-haves/#ZOSW.nbgb8qF
24 Startups: Dealing With Competition [TNW Entrepreneur] – https://thenextweb.com/entrepreneur/2010/10/24/startups-dealing-with-competition/
25 Why Is Change Important in an Organization? – http://smallbusiness.chron.com/change-important-organization-728.html
