The Power To Use Empathy as a Strength and Lead Authentically

Naz Aksu is CEO and Co-Founder of 25 Karats.

By Naz Aksu

In the male-dominated jewelry industry, I’ve witnessed how traditional, top-down leadership often overshadows collaborative voices. Early in my career, I chose a different path, prioritizing empathy and inclusion. By encouraging open dialogue, my team and I co-created a new customer service model rooted in mutual respect and innovation. The results—improved morale, stronger teamwork, and exceptional customer satisfaction—reinforced my belief that empathy is a strength in leadership.

When rising gold prices impacted our customers, I spearheaded a change to make our products more accessible. We introduced a broader price range and financing options, ensuring we upheld our high standards while meeting our customers’ needs. Transparent communication throughout this shift strengthened trust and expanded our audience, proving that adaptability and listening can overcome even market challenges.

On a personal level, I’ve embraced vulnerability as a leader. Admitting I don’t have all the answers and leaning on my team has fostered collaboration and innovation. I also set clear boundaries to prevent burnout, ensuring I lead with energy and purpose. These habits have created a positive ripple effect throughout the company.

The competitive nature of this industry often pressures leaders into rigid approaches, but I’ve seen firsthand how empathy and inclusion drive better outcomes. Moving forward, I plan to enhance feedback systems and continue blending traditional practices with people-first strategies.

I draw inspiration from Sara Blakely, the founder of Spanx. Her resilience and commitment to empowering women remind me of the power of determination and generosity. She proves that challenges can become opportunities, a lesson I carry into my own leadership journey.

Through these experiences, I’ve learned that leading with empathy, adaptability, and authenticity creates lasting change—for teams, businesses, and communities.

Naz Aksu is CEO and Co-Founder of 25 Karats. https://x.com/25karats ; https://www.facebook.com/25karats ; https://www.instagram.com/25karats/ https://www.linkedin.com/company/25karats-com/ ; https://www.25karats.com/ ..