We feel lucky to share observations and learned lessons from our experience and observations.

We hope you accept our gift. Whether you agree or disagree with our perspective, we hope you find the reading rewarding. And we would love to hear back from you if our work inspires you. We love debate and to learn from others' experience.

Or browse by topic ...

Our most recent ...

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