Can Being In Touch With The Blogosphere Turn A Company’s Reputation Around?

Business and Blogging: Today’s Houston Chronicle has the story of a website developer who lost her Internet service unexpectedly.
Facing an outage of several days the website developer, Tracey Lee Wallace, was frustrated. Wallace used her Blackberry to access the microblogging tool, twitter, and tweet her discontent about the situation.
Fortunately her service provider, Comcast, has a someone monitoring Twitter for complaints just like Tracey’s. Frank Elias saw Tracey’s complaint and was able to resolve her issue and get her back online in less than a day.
A quick search of the Internet shows that Comcast’s policy of monitoring the blogosphere is paying off. In just a short time I was able to find quite a few posts praising Comcast’s new program:

At Webware, Customer service via Twitter works for unpopular people too
At mathewingram.com/work, Twitter: Frank Eliason’s secret weapon
At SocialMediaInsider, All A-Twitter About Comcast’s Twitter Guy
At TechCrunch, Comcast, Twitter And The Chicken (trust me, I have a point)

Monitoring the blogosphere, and specifically Twitter, is a huge turnaround for Comcast, a company that just a few short months ago was inspiring negative articles and posts about customer service all over the Internet. A few examples:

At Advertising Age, Comcast Must Die
At Crunchgear, How not to handle Comcast’s customer service (even if you want to)

Kudos to Comcast for making this innovative move!
Will Twitter intervention be enough to turn Comcast’s reputation around?
I don’t know for sure, but I believe that Comcast is finally on the…