Elle Lothlorien had followed up her initial post on responding to bad reviews here, with her "case study" here.
While I actually understand what she's driving at here (and no, I don't condone it), maybe I'm just stuck in some old view of all this. I read a book by a best-selling author. I thought it was poorly written and edited, full of continuity errors galore, leaps of logic, etc. If I wrote reviews, I would have left a one star review. If this author had responded, sure, I might have gotten a good impression of her as a person. I might have told people she's very gracious in the face of negative reviews, and I liked her personally. It might have made me feel warm and fuzzy that this big shot author took the time to reach out to me, acknowledged my feelings, and all that, but it would not make me want to recommend that book to anyone, nor would it make me likely to read her other books. I'd still remember all the problems with that book and be less likely to give her another chance, no matter how nice she was.
I also wonder about this: how much weight do we give these reviews as readers? I personally don't pay that much attention to them. I don't scour Amazon and Goodreads and the NYTimes book review to decide if I'm going to like a book or not. And if I do look, a handful of bad reviews mixed amongst the good are not going to sway me. Maybe I'm unusual in this regard.