In the video, he stated that he will personally respond to customer emails if he finds it particularly compelling; majority of them are just customer gripes/issues (i.e. devaluation, poor service, etc.) go to the CS people.

I suspect if one writes a concise and articulated email that had valid issues or points that is beyond your normal CS canned reply, it may garner a response.

I have read some very well thought out and interesting points of views from our fellow FT'ers, and I think those kinds of posts would get a response.