Spicy Strategies: How El Pollo Loco Stays Hot in QSR

With a career spanning finance, operations, and brand leadership, Liz Williams knows a thing or two about shaking up the quick-service restaurant (QSR) industry. She discusses the art of brand reinvention, sharing how El Pollo Loco is modernizing its look, embracing technology, and staying true to its bold, citrus-marinated flavors. Liz unpacks the growing consumer demand for fresh, high-quality fast food, the power of digital engagement and customer loyalty, and the delicate balance between innovation and preserving what makes a brand iconic.

Key Takeaways:

• Liz shares how El Pollo Loco is modernizing its restaurants, with half of its locations undergoing a redesign to enhance customer experience and brand consistency.
• The sauce matters! El Pollo Loco’s Salsa Verde has developed a loyal following, leading to discussions on potential retail expansion.
• Liz explains the company's buy-over-build tech approach, partnering with Google, Olo, and Quickserve to optimize operations and streamline customer service.
• QSR vs. fast casual – El Pollo Loco is redefining its market position by combining QSR speed and convenience with fast casual quality and fresh ingredients to appeal to evolving consumer preferences.
• Hot takes: Liz plays “Hot or Not,” sharing her thoughts on limited-time offers (LTOs), celebrity-owned restaurants, and the growing sauce trend shaping modern foodservice. Trivia challenges and restaurant-themed games highlight how El Pollo Loco is using interactive content to engage customers and build brand loyalty.
• The branding playbook – Liz and the team discuss the power of storytelling, brand clarity, and how to communicate a strong identity to consumers.

Thank you for tuning in to Hospitality Hangout, brought to you by Branded Hospitality Ventures. Stay connected for more captivating stories, industry trends, and expert insights shaping the future of hospitality.

Episode Credits:

• Produced by: Branded Hospitality Media
• Hosted by: Michael Schatzberg, JImmy Frischling
• Producer: Julie Zucker
• Creative Director: Adam Levine
• Show Runner: Drewe Raimi
• Post Production: Three Cheers Creative

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