Success Stories

4 ways Lime & Tonic create personalised experiences

Tiffany Loh
Smarter Writer

Tiffany Loh is the Smarter Business™ & News and Digital Editor, with varied writing experience always looking for a unique story

Tiffany Loh
Smarter Writer

Tiffany Loh is the Smarter Business™ & News and Digital Editor, with varied writing experience always looking for a unique story

Nearly one in two Australians has both a tablet and a personal computer, but which is more popular for online activity? Read on to find out.

Launched in Prague in 2010 and co-founded by Aussie Stefan Cordiner, Lime&Tonic is a website and an app that sells curated dining, pamper and adrenaline experiences in seven cities around the globe, with three destinations, including Melbourne, soon to come. Lime&Tonic’s Sydney HQ launched in March 2011 and partners up with top day spas, 5 star hotels and hip dining establishments to offer bespoke experiences for members. 

We chat to Lime&Tonic’s Sydney director, Mansour Soltani about how the business differs from other online experience and offer-based businesses out there, and why the business model works for them, and the importance of unique and personalised customer offerings. 

Cocktails and Oysters with hands holding them

1. Offer something unique

Membership to Lime&Tonic is free, but our experiences can range from $49 to $35k per head (yes, $35,000) - undoubtedly Sydney’s most expensive experience - to appeal for most people of varied budgets and occasions.

We now have over 50,000 members in Sydney and recently sold our 20,000th experience. Unlike other experience-based businesses, we create personalised experiences that are only available exclusively through us. We partner with the hotels and restaurants, such as The Langham, Wolgan Valley, Longrain, Popolo and Galileo, to create experiences that members can learn from and that are tailored to their specific preferences and requirements.

An example of this is our latest experience at Popolo where you meet their mixologist to learn how to make their signature cocktail, “The Bloody Maria,” before enjoying a bespoke menu created just for Lime&Tonic members.

Our team of six are always looking for cool and unique things to do. We look for experiences that we think are cool, but also what our members would love. This starts by looking at what our other Lime&Tonic destinations are having success with and putting an “Aussie” spin on it to make it work locally.


Our team of six are always looking for cool and unique things to do. We look for experiences that we think are cool, but also what our members would love. This starts by looking at what our other Lime&Tonic destinations are having success with and putting an “Aussie” spin on it to make it work locally.

- MANSOUR SOLTANI, LIME&TONIC

2. Personalised experiences = More memorable experiences

We try to create memorable experiences with every purchase right from the beginning of this experience. Using a series of profiling questions we try find out where our members’ interests lie and use that information to send you experiences that are relevant to you. This personalised feed then appears when you access our website and our app. 

We also ask for your preferences and dietary requirements and use this data to arm our merchants with as much information about our members as possible to give members a VIP experience, whether it’s a greeting from the chef or your favourite drink waiting for you at your table when you arrive.

3. Listen to feedback to give customers what they want

Constant feedback helps give our business direction and allows us the ability to give our members what they want. We have a private Facebook group for our top members, which we use as a forum to update and get feedback from. 

Our progressive dining experience was born from a member’s suggestion. This dinner that takes you to three different restaurants in the same area and lets you try a course and drink at each. We now run the experience at Sugarcane, Bar H and Longrain in Surry Hills, and over 500 members having bought the offer since it went live three months ago.

The app adds another piece to our customer experience, once again this was feedback that we were getting from our members. They want to be able to access our experiences while they are on the go and make bookings on the spot. We’ve found that the app is really popular for people organising birthdays and Hen’s Parties because it allows our members to easily browse and select experiences while out with friends.

4. Build your brand exposure with partnerships

Our Lime&Tonic Melbourne office launched September and the growing team down there are working hard to partner up with award-winning restaurants to create amazing experiences when we begin to offer them in the new year.

To increase brand exposure we’re also working with brands such as Qantas and Lexus to supply their customers with our experiences. One win we’re incredibly proud of is Qantas listing our experiences on their frequent flyer program allowing members to redeem their points for our experiences.

Andre Agassi on business: Do business owners have to do it all?
Growth
Growth
Andre Agassi on business: Do business owners have to do it all?

Just because small business owners are used to rolling up their sleeves and doing everything themselves doesn’t mean it’s the most productive way to build a business.

Image shows a man sitting at a laptop computer in his home office.
Productivity
Productivity
Remote access dos and don’ts: Reap the benefits, not the risks

Smarter Business gives tips on how to manage remote access within your business.

Image is of Nourished Life founder Irene Falcone sitting at a computer in an office.
Success Stories
Success Stories
What business are you really in?

Define what you do by the product you sell or the technology that supports your business model and you may miss the genuine opportunities to become a successful, even award-win...

Image shows a business meeting using VR technology.
Tech Solutions
Tech Solutions
Tech evolution making upgrades more accessible

Time and money constraints can cause some business owners to sideline technology updates or resist the pull of new devices and trends. Yet the pace of tech developments has mad...