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Strategy & Transformation Tips

Practical insights: Dive into our experiences for unique perspectives on strategy, transformation, and business growth.

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Our most recent ...

The Loyalty Illusion

By John Critchley • January 5, 2026
Satisfaction doesn't predict loyalty. Research across 3,500 Australians reveals what member organisations get wrong - and what members actually value.

A Tale of Two Markets: How Market-Role Segmentation Creates Competitive Advantage for Mutual Banks

By John Critchley • November 17, 2025
Mutual banks segment by demographics but ignore the one distinction that predicts behaviour: net depositor vs net borrower. Here's why market-role segmentation creates competitive advantage.

Banking regulatory changes - beyond the headlines

By John Critchley • July 25, 2025
Exploring the strategic implications of APRA's three-tier framework announcement