The service industry has been severely impacted by the COVID-19 pandemic while consumers’ consumption habits and patterns have changed substantially. Nevertheless, online shopping sites have flourished because of these changes. This study focused on Company W, an e-commerce company that established its Shanghai headquarters in 2014 and a Taiwanese branch in 2016. The company prioritizes customer needs, treats customers like family, and strives to understand customers. The company also builds relationships with customers to foster emotional connections with them. Aspects of sales, services, and professionalism are constitute the foundation of the company’s operation. With artist and celebrity endorsements, the company encourages the repurchase behavior among customers. These strategies have contributed to the company’s sustainable management and successful sales.