No matter what your feelings about Ms Jones' and her offense, you can't help but feel differently after watching the video. You can't help but feel a little more empathy and perhaps a little less judgmental. I know I am generalizing but I think we Americans as a culture are quick to forgive when presented with a heartfelt mea culpa.
Good businesses that 'get' blogging use their blogs this way: to say, "We made a mistake", "We have learned from it", and "Here is how we are going to do better next time" .
Sadly, a lot of companies when faced with the question, "Should we put this on our blog?" will respond with "If we don't put it on our blog then fewer people will find out about it". Wrong answer, wrong answer, wrong answer.
Markets are conversations. Believe me, the world will find out about it. And they will talk about it. Given that the conversation will take place anyway, it is better for that conversation to be on your own blog than somewhere over which you have no control. And you have a better chance to get your side of the story told and get your message out on you own blog.
On the other hand, suppose that by reading about it on your blog, someone does learn of your faux pas who would otherwise have remained ignorant? They'll come away with a positive impression of your company's honesty and integrity.
There is another benefit but it is more insidious. Changing the culture in a company - to one in which airing the dirty laundry is not only OK but is actualy advantageous - can be very disruptive. Once accomplished however, the company is better for it. The company doesn't just appear to be more honest and open, it actually is more honest and open. And then the entire relationship with the customer undergoes a welcome change too.