Navigating Disruption With Purpose

“Business is hard enough on its own,” says Jeff Wolpov, SVP of E-commerce at Ryder. “But when you add disruption and uncertainty, strategic decision-making becomes exponentially harder.”

From freight recessions and tariffs to changing shopping habits, Wolpov and Dulany agree: the brands that win in 2026 are those that evolve fastest — and stay closest to the customer.

“If your customer buys once, you made a sale.
If they come back, you built trust.
But if they tell others, you built a brand.”

That mantra captures the spirit behind Mugsy, the fast-growing lifestyle apparel brand redefining comfort and customer connection.

The Mugsy Mindset: Comfort, Culture, and Customer Connection

For Scott Dulany, Chief Operating Officer of Mugsy, everything starts with culture.

“We built the brand around comfort — not just in the product, but in every customer interaction,” he explains.

From jeans made with stretch fabric that redefined men’s denim, to stores offering a casual, friendly vibe (complete with Topo Chico or local beer), Mugsy has created a brand experience that feels approachable, premium, and personal.

Their formula?

• Stay bootstrapped and cash-flow positive

• Prioritize customer trust over short-term gains

• Empower teams with autonomy and accountability

“We’re not just selling clothes — we’re selling confidence and comfort.”

Riding Out the Headwinds

Both leaders acknowledge the volatile environment brands face today: inflation, tariffs, labor shortages, and unpredictable global supply chains.

“Everywhere you turn, there’s another challenge,” says Dulany. “The goalposts keep moving.”

Mugsy’s response has been diversification:

• Expanding production from China to Vietnam and Egypt

• Onshoring select lines to the U.S. to stabilize costs

• Working closely with factory partners to innovate on materials and sourcing

Wolpov adds that Ryder’s customers are navigating the same pressures — and that efficiency, creativity, and collaboration are now essential.

“You can only cut price so far. The next wave of savings comes from process, packaging, and smarter use of data.”

Omni-Channel: Meeting Customers Anywhere

Digital-first brands are rapidly evolving into omni-channel ecosystems.
For Mugsy, that meant moving from DTC to retail — opening stores that quickly proved to be profitable and powerful brand accelerators.

Results:

• In-store customers have 4x fewer returns

• 25% higher average order value

• Significantly higher lifetime value

“We were afraid of cannibalization — but it turned out to be a halo effect,” Dulany explains. “Online sales actually increased in the markets where we opened stores.”

Mugsy now operates nine retail locations and plans to expand further — combining physical stores with online convenience and soon, wholesale partnerships.

Returns: A Fact of Life — and a Brand Opportunity

Returns remain one of retail’s toughest challenges, but both Ryder and Mugsy see them as a competitive differentiator.

Wolpov notes that Ryder’s research shows:

• 57% of consumers won’t buy without a free returns policy

• 62% expect to return at least as much as last year

Mugsy’s approach:

• Always offer frictionless free returns

• Use technology like Loop to streamline exchanges

• Incentivize store credit and in-person drop-offs to reduce costs

• Focus on turning refunds into repeat engagement

“Returns are part of the customer experience,” says Dulany. “If you make it easy, they’ll come back — and buy more.”

Automation, AI, and the Data Imperative

Wolpov and Dulany agree that the path to 2026 runs through data.
Ryder uses AI to optimize parcel routing across multiple carriers, reducing costs while maintaining service speed.

“AI helps us compete smarter — not just faster,” says Wolpov.

Mugsy, meanwhile, is integrating AI into product development, ad testing, and inventory planning — while building a centralized data warehouse to unify insights.

“Right now, every AI tool is a silo,” Dulany explains. “We’re creating a system that connects them all.”

The result: better decisions, leaner operations, and scalable personalization.

Fast, Right, and Affordable: The 2026 Retail Equation

Speed, accuracy, and cost — retailers used to pick two.
Now, consumers expect all three.

“The unboxing experience is your brand,” says Dulany. “From packaging to delivery, every touchpoint has to feel elevated.”

Customers are also demanding scheduled delivery windows, sustainability transparency, and personalized post-purchase communication — all of which require integrated logistics, smarter data, and stronger partnerships.

The Win-Win Mindset

Both speakers close with a shared philosophy: long-term success depends on mutual wins between brands, providers, and customers.

“Every day, we have to make your business better — and still maintain our margin,” Wolpov says. “That’s the real definition of partnership.”

“For us, it’s the same,” adds Dulany. “Our partners succeed when our customers do. That’s how we all win in 2026.”

Key Takeaways

• Consumer expectations are shifting toward value, trust, and flexibility

• Omni-channel strategies are critical to growth and loyalty

• Returns, if handled right, can build brand equity

• Data and automation drive efficiency amid rising costs

• Comfort, culture, and customer focus remain timeless differentiators