"It is interesting to think about how this might work strategically for Casper’s business. People don’t buy mattresses very often, and the challenge for a company like Casper is that it spends a lot of money acquiring a customer. Once it has sold them a mattress, the relationship would be over if not for follow-on products (hence pillows, bedding, etc). By launching additional products, Casper can invite its customers to build a lasting relationship and spend more money.
For Casper, it is imperative to extend the lifetime value (LTV) of its customers by continuing to expand its product line, but why the tech complexity? Perhaps to get people on a software platform? Casper’s Chief Product Officer Jeff Chapin realistically admits “There are some people who are never going to download the app and that’s fine.”