Susan

CAMP HILL, Pa. — Rite Aid has appointed Susan Henderson as SVP and chief communications officer to replace Karen Rugen, who retired last month, the retail pharmacy chain said Monday. Henderson will be responsible for all aspects of corporate communications, including media relations, financial communications, issues management, associate and supplier communications and the company's charity initiatives, reporting to president and CEO John Standley. "Susan is a seasoned communications and public affairs professional who brings extensive consumer products and retail experience to Rite Aid," Standley said. "She is a proven leader in her own discipline and will be a valuable

Be fast, consistent and discreet, and you'll have happy customers who will come back again By Chris Merritt Put yourself in this customer's shoes: In the spring, Susan telephone-ordered an A-line jumper in the popular, seasonal color "shrimp" and in her usual size. When the jumper arrived, it fit too snugly in the hips. So Susan sent it back with a request for the next-largest size. A month passed. She had no jumper, no acknowledgment from the company and, when her credit card bill arrived, no credit for returned or exchanged merchandise. She finally received