What My Mom Taught Me About Customer Experience, Hospitality, and Social Media

Mother’s Day just passed, and I’ve been reflecting on one of my favorite conversations yet on You Herd It Here. For Episode 40, I had the chance to sit down with my mom, Debbie Meiler, for a conversation that went far beyond social media and into what really creates lasting brands and meaningful customer experiences.

My mom is an Area Manager for Baywood Hotels, overseeing multiple Marriott properties in Doral, and after decades in hospitality, one thing is very clear: the brands people remember are the ones that make them feel something.

Before Social Media Was Strategy, It Was Hospitality

One of the biggest themes throughout our conversation was how connected hospitality and social media really are.

Today, brands spend so much time thinking about content creation, trends, and algorithms. But hospitality has always understood something marketers are still trying to figure out: people remember experiences.

From guest interactions to comments, DMs, reviews, and first impressions online, customer experience does not stop once someone leaves your business. In many ways, it starts there.

“People don’t remember your content. They remember how you made them feel.”

That idea became the foundation of the episode.

The Smallest Moments Create the Biggest Impact

One of the stories my mom shared was about a guest who had experienced more than 24 hours of travel delays. During check-in, the guest briefly mentioned it was her birthday.

My mom stepped away and came back with a simple box of cookies and a birthday wish.

That was it.

But the guest almost cried.

It was such a powerful reminder that great customer experience is not always about extravagant gestures or massive campaigns. Sometimes it is simply about making someone feel seen.

We also talked about the viral “Westbury Courtyard pour” TikTok and how one simple guest experience created millions of views online.

Not because it was planned marketing. Not because it was a polished ad. Because it felt genuine.

“Sometimes the best marketing is not a campaign. It’s creating moments people actually want to share.”

The Problem With Overselling Online

Another major topic we discussed was the disconnect between what brands promise online and what customers actually experience.

As marketers, it is easy to get caught up in creating the perfect visual or caption. But if the experience does not match the marketing, trust disappears quickly.

Whether it is a hotel, restaurant, retailer, or personal brand, authenticity matters more than ever.

People are checking reviews.

People are looking at comments.

People are making decisions before they ever walk through your doors.

“Your first impression online matters more than ever.”

Customer Experience Is the New Marketing

One of my biggest takeaways from this episode is that customer experience and marketing are no longer separate conversations.

How your team responds to a complaint.How quickly you answer a DM.How genuine your communication feels.How people feel after interacting with your brand.

That is your marketing now.

And honestly, hospitality may still be the best industry to learn from when it comes to building loyalty and trust.

A Personal Reflection

This episode was especially meaningful for me because I got to have this conversation not only as a marketer, but as a daughter.

Growing up, I watched my mom balance leadership, hospitality, motherhood, and career growth all at once. Looking back now, I realize so many of the things I value in branding and client relationships came from watching how she treated people.

This episode reminded me that the strongest brands are not always the loudest. They are the ones that make people feel welcomed, valued, and remembered.

Listen to Episode 40 Now 🎧

If you are a business owner, marketer, entrepreneur, or brand leader, I truly believe this episode will change how you think about customer experience.

🎙️ Listen to Episode 40 of You Herd It Here now on your favorite streaming platform.

And follow @youherditherepodcast for more conversations around social media, branding, customer experience, and digital culture.