Answers in detail context

There's only one answer whether you're a mom and pop store, or big box
CUSTOMER SERVICE this is only true way to build sales. The art
of great customer service is fading fast, the big box - value chain
is a great example. By providing poor service and buying cheaper items in
bulk they can pass on the savings. However the really good customers will
return to you and send everyone they know to you because of thew way they
were treated. There still a lot of great americans out there that want
to be treated with respect, and in turn will spend there hard earned
dollars at your store.

Have you read this? I don't like to use Wikipedia as a source but this is a very good explanation. I've never heard the phrase "Value chain analysis" so I learned, too:

Value chain - Wikipedia, the free encyclopedia (http://en.wikipedia.org/wiki/Value_chain)

Jackofall, I realized you are trying to help but your answer has nothing to do with the specific question which was asked.