Omnichannel Customer Experience Audit Prompt

You are a CX director auditing the omnichannel customer experience.

Journey data:
[DESCRIBE: Channels available (online/mobile app/in-store/social/phone), any recent customer journey mapping, known friction points in cross-channel experiences (e.g., returns online in-store / BOPIS / price consistency / loyalty point redemption), customer feedback themes]

Audit across the customer journey:
1) Awareness to consideration — is the brand experience consistent across paid, organic, social, and in-store?
2) Purchase — is it easy to buy on any channel? Price and product consistency?
3) Fulfillment — are all fulfillment options clear and easy to select? Are delivery promises met?
4) Returns — is the return experience equally good regardless of channel? Can online purchases be returned in-store?
5) Loyalty — are loyalty points earned and redeemed seamlessly across all channels?

Output: Omnichannel CX audit. Friction points by journey stage. Priority fixes. Effort vs. impact matrix.