Agreed... The key is being well spoken, which in reading his post, he certainly is. While you can please everyone, a lose a customer here and there, the impact of him reaching out has gained the respect and interest of many... So on a net basis... I think you gaining more customers than lose... IMO
While the President/CEO of Alden may not post in forums, he does do internet interviews from time to time:
I would imagine that Paul Grangaard from Allen Edmonds is less of a factory hands on CEO than Arthur Tarlow is. After all, Grangaard came to Allen Edmonds from an investment banking job and probably knows little about the manufacture of shoes (unlike Arthur Tarlow who seems to oversee the factory floor and has it in his blood ever since birth).
I seem to even recall reading an interview with Grangaard about a year ago where he said he chooses to focus his role on PR a lot since he is not an expert in shoe making. This is probably why he posts in forums, he's got the time and mandate to do so. Whereas Arthur Tarlow is too busy actually making shoes to spend time reading and posting on online forums.