Why do so many brands focus on acquisition while ignoring what really builds loyalty?In this episode of The Retention Edge, we sit down with ⁠Sophia Legros⁠, VP of Product Integrity, Social Compliance, and Sustainability.

She’s spent over 20 years helping brands protect their products, their customers, and their reputation.

Sophia believes customer retention starts long before the first email or loyalty program.

It begins at the source - how you make your products, where you source your materials, and how much transparency you’re willing to offer.

We talk about what traceability really looks like in supply chains. Why ethical sourcing isn’t optional. And how shortcuts might save money now - but cost trust later.

Sophia shares why being radically honest with customers builds deeper emotional connection.

We also explore how internal education, thoughtful storytelling, and small-batch manufacturing create real retention, not just one-time purchases.

You’ll also hear why greenwashing fails, and why “owning your mess” is one of the best things a brand can do.

If you’re thinking beyond discounts and want to build a brand customers believe in, this episode is for you.