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Judgment & ambiguity · When to escalate

A week after launch you notice your store rating sliding and a pattern of reviews citing the same complaint, but it's unclear whether it's an organic reaction, a vocal minority, or a coordinated review-bomb. When do you treat it as a real crisis and pull in leadership?

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I don't escalate on a sliding rating alone — ratings dip after launch as the broader, less-forgiving audience arrives, and that's normal.

The full answer: structure, worked example, likely follow-up.

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